When the chat ends, the work still has a ticket

A shared inbox is the right tool when the customer is still in the widget. It is the wrong tool for a refund that will take two days, a bug that needs an engineer, or anything that should survive the visitor closing the tab.

That is the gap tickets fill. Handoff keeps a person in the thread. A ticket takes the work out of the thread and gives it an owner, a status, and a number the team can find on Monday. The two are siblings, not substitutes. See human handoff for the live path.

This is AssistLoop’s own ticket queue, under the agent. It is not a copy of a ticket in someone else’s CRM.

If you already run support in HubSpot, the agent can still file a ticket there through an action or the HubSpot integration. That is a write into a system you already operate. Native tickets are the queue for teams who want the desk next to the inbox, not in another tab.

The two can coexist. One agent can raise a native ticket for the support team and push a HubSpot ticket for the CRM. They are different objects with different jobs.

Three origins, set by the server, not by a dropdown on create. Manual is a teammate writing a ticket from scratch. Conversation is a teammate converting a chat they have already read. AI is the agent raising one itself mid-conversation, unassigned and open, with that conversation attached.

The origin does not change if you later unlink or relink the conversation on an AI ticket. You can still see that the machine filed it. That is deliberate: a human deciding it was worth filing and an agent deciding the same thing are not the same event.

Each ticket is numbered per agent, forever. Soft-deleted numbers are not reused. What you see in the list is `T-42`; what the API uses is the UUID.

A ticket the customer cannot see is just an internal note with extra fields. Here they get a private link. Opening it shows the subject, the status, and the message thread. They can reply from that page. They do not need an AssistLoop login.

The link is a credential. Rotate it if it leaked; revoke it if the customer should no longer have it. Analytics and marketing scripts stay off that URL on purpose — the token is in the path.

Your team can still write internal comments the customer never sees, and can push a message back onto the original conversation when the person is still in the widget.

Native tickets are available on paid plans. The free plan can run the agent and the widget; the desk is not on it. See pricing for the current tiers.

Ticketing is also a per-agent switch. An owner or admin turns it on for the agents that should have a queue, and leaves it off for the ones that should not. Turning it off does not delete existing tickets; it stops new ones on that agent.