A support ticketing system, right next to your live chat

Chat and tickets in one panel

Most teams use one tool for chat and another for tickets — which means split histories and copying messages between systems. In Hodhod they live side by side: a conversation starts as a chat, and when it needs longer follow-up, the same conversation becomes a ticket with its full history. New to these ideas? Read What is a ticketing system?

Convert a conversation to a ticket in one click

From the ⋮ menu at the top of any conversation, choose "Convert to Ticket" and assign the responsible agent or team right then. The ticket gets a tracking number that the customer and your team use to refer to the request. If the customer's email isn't on file, Hodhod asks for it right there.

Requests that didn't start in a conversation, such as a phone call or an email, can be logged on their own from the "Tickets" page with the "New ticket" button.

Follow-up that continues after the customer leaves

From the moment of conversion, your team's replies are also emailed to the customer. They don't have to wait on your site — the answer reaches them whenever it's ready. Customers can also submit a ticket directly from your website widget, see its progress there and keep the thread going; see the widget contact modes.

Every ticket, with all its details

Each ticket has:

• Subject and category: you define the categories yourself in Ticket settings.
• Priority: urgent, high, medium, low or none. Set it by hand or let automation rules do it — for example, every conversation labeled "payment-issue" automatically becomes urgent.
• Due date: set a deadline for each ticket, and choose a default due date in settings.
• Followers: the teammates who should hear about every change.
• Activity timeline: every change of status, priority and assignment is recorded with the name of who made it.
• Status: open, in progress, waiting on customer, resolved or closed. If the customer replies after a ticket is resolved, it reopens.

SLAs with clear deadlines

Define SLA policies under Settings → SLA:

• First response time: by when the first human reply must be sent.
• Next response time: after each new customer message, by when the next reply must arrive.
• Resolution time: by when the request must be fully solved.

With "Only during business hours", deadlines count only during your team's working hours. Apply policies to the conversations you choose with the "Add SLA" action in automation rules, so no request goes without a deadline.

Auto-escalation

With auto-escalation, a ticket that is approaching its deadline or has passed it gets a higher priority, or someone more senior is notified. Conditions can be overdue, idle for a while, or waiting on the customer, and can be narrowed by category, priority and team. Actions: reassign to a team or agent (including round-robin), raise priority, add a follower, notify, add a label and add a note. Before enabling a rule you see a preview of which tickets it would have caught, and you can make it run only during business hours.

List, Kanban board and detail drawer

The "Tickets" page lists every ticket with its number, customer, status, priority, due date, assigned agent and last message, with filters and pagination for when there are many. Prefer a visual view? Switch to the Kanban board and see tickets in status columns. Click any ticket and its details open in a side drawer, so you never leave the list. Teammates' changes appear live, with no refresh.

Bulk actions on the ticket list

On the "Tickets" page, select up to 500 tickets at once and change their status, priority, category, assignee, team, due date, followers or labels in one go, add them to an issue, run a macro on them, or export them to CSV. A progress bar shows how far the job has got. Bulk actions are currently on the ticket list, not on the Kanban board.

Merge duplicate tickets

If one customer opened several tickets for the same problem, merge them: the source ticket is closed, and its followers, labels and issues move to the target ticket. A merge can't be undone, so look twice before you confirm. To keep related tickets connected without merging, link them as "duplicate", "parent and child", "relates to" or "blocks" so the full history stays. When you create a new ticket that looks like an open one, Hodhod shows a hint, and if you like you can forbid closing a parent ticket while its children are still open.

Preventing double replies

If a teammate is viewing or typing a reply in the same conversation or ticket, you see it, so two people don't answer at once. The default mode is "warn"; you can also turn on "block" mode, which can be overridden with "Send anyway". You also get a warning if a teammate has replied since you opened the conversation, or if the assignee has changed.

Reports and ticket settings

The ticket report shows the volume of new and resolved tickets and resolution time, and lets you see which tickets have passed their deadline. In Ticket settings you create and archive categories, set the default due date, and choose after how many days resolved tickets close automatically.

Automation instead of busywork

• Automation rules: set priorities, apply SLAs, route to teams, add labels or create tickets based on conditions you choose.
• Chatbot: in the flow builder, hand the customer over to an agent or straight to a ticket.
• Macros: run several actions in a row with one click; they now include ticket actions: create a ticket, set status and category, set a due date and followers, link to an issue and send a canned reply.
• Bulk actions: select several tickets and change status, priority, assignment or labels in one go.
• Send to Jira: hand the problem to engineering by creating a Jira issue from an issue your tickets are linked to.
• Canned replies: consistent answers for frequent requests.

Frequently asked questions