Tickets

What's included

Replify's ticket system gives you a full helpdesk inside WordPress. Create, track, and resolve unlimited tickets on the free tier. Agents see a list view with filtering, a detail view with threaded comments, and inline controls for status and priority. Pro adds multi-agent assignment per ticket and CSV export.

Creating tickets

Tickets can be created from three places:

1. An agent creates one manually from Replify → Tickets → New Ticket in the admin.
2. A visitor submits one through the front-end widget (see Embedding the widget).
3. An automation converts a chat session into a ticket (see Automations, Pro only).

Every ticket captures a subject, requester name/email, priority, and initial message. File attachments can be added to the first message or any subsequent comment.

Statuses and priorities

Replify ships with default statuses (Open, Pending, Resolved, Closed) but you can create custom statuses to match your workflow. Each status has a colour label and can be set as a "closed" type or "open" type for reporting purposes.

Priorities are fixed at four levels: Low, Medium, High, Urgent. Both status and priority can be changed inline from the ticket list or the detail view without opening a separate modal.

The ticket list shows status quick-filter pills at the top, so you can switch between "Open", "Pending", "All" with one click. Unread badges appear on tickets with new activity since your last view.

Comments

The ticket detail view is a threaded comment stream. Each comment supports:

• File attachments. Drag and drop or click to attach. Images render inline.
• Emoji reactions. Quick reactions on any comment, same as live chat.
• Edit and delete. Agents can edit or delete their own comments after posting.
• Canned responses. Insert pre-written replies from a searchable menu.

Internal notes

Internal notes are agent-only comments that the requester never sees. Use them for handoff context, decision rationale, or tagging a colleague. Internal notes are visually distinct (highlighted background) and excluded from any customer-facing email notifications. This feature is included free.

Filters and search

The ticket list supports two levels of filtering:

• Quick search. Search by subject line, requester name, or ticket ID. Results update as you type.
• Advanced filters. Open the filter panel to combine date range, multi-select status, multi-select priority, and assignee. Filters persist across page loads until cleared.

Column customisation

The ticket list columns are configurable. Show or hide columns (status, priority, assignee, created date, last reply, requester) from the column visibility menu. Drag columns to reorder them. Your layout preference is saved per agent.

Pro additions

• Multi-agent assignment. Assign more than one agent to a single ticket. All assigned agents receive notifications and can reply.
• CSV export. Export your current filtered ticket list as a CSV file. Includes all visible columns plus the full comment thread as a text field.