Ticketing
A ticketing system your team will actually use
Every request gets an owner, a status and a priority — so nothing falls through the cracks. And when a ticket needs the wider team, escalate it straight into a channel.
Requests without structure get lost
A shared inbox works until it doesn't. As volume grows, it's unclear who owns what, which messages still need a reply, or how long someone has been waiting. A ticketing system adds the structure — without adding bureaucracy.
Structure for every request
Status & priority
Track each ticket through clear statuses with priority levels so urgent work surfaces first.
Assignment
Assign tickets to the right agent, reassign as needed, and see who owns what.
Internal notes
Collaborate privately on a ticket without the customer seeing the discussion.
Tags & organisation
Tag tickets to group, filter and report on recurring themes.
Escalate to a channel
Turn a complex ticket into a channel thread to bring in the whole team.
Learn moreMerge & follow-ups
Merge duplicates and set follow-up sequences so resolved doesn't mean forgotten.
How ticketing works in Disqua
Tickets are created from email, a live chat widget, or directly from a chat message. Each carries a status, priority, assignee and tags, plus the full conversation and any internal notes. SLA policies measure first-response and resolution times against your business hours.
New to ticketing? Start with our guide on what a ticketing system is and how it works.
Frequently asked questions
A ticketing system turns each customer request into a trackable item with an owner, status and priority, so teams can manage support consistently instead of relying on a shared inbox.
Yes. You can convert any chat message into a ticket, and escalate a ticket into a channel thread when it needs the wider team.
Yes. Define first-response and resolution targets and track them against your business hours.
Get started with Disqua
Bring team chat and customer support into one workspace. Free plan available — no credit card required.