Tickets & Statuses

Every incoming message from a visitor becomes a ticket in Chatgram. A ticket is the unit of a conversation, it groups the initial message and every follow-up email exchange, so you can see the whole thread in one place.

Each ticket has:

• A short, unique ticket code (e.g. #a1b2c3d4)
• The sender’s email and optional name
• A title (like an email subject)
• The full message text
• A category / type (bug, support, account, etc., whichever categories you defined)
• A status that tracks where it is in the workflow

Every ticket sits in one of four statuses:

• open: new or awaiting reply. Tickets start here and stay until you respond.
• answered: a reply was sent. The ticket is “in progress”, waiting for the visitor to respond or for the conversation to conclude.
• closed: the conversation is done. No more action expected on either side.
• spam: marked as spam. Also blocks the sender’s email on that website (see next Q).

If a visitor replies to an answered or closed ticket, Chatgram floats it back to the top of your queue so you don’t miss the follow-up.

Ticket codes are short, unique identifiers like #a1b2c3d4. They’re:

• Short (8 characters, hexadecimal-style)
• Unique per ticket across your entire Chatgram account
• Easy to reference in chat with a teammate (“hey can you take #a1b2c3d4?”)
• Included in email subjects so replies from the visitor can be threaded to the right ticket

You’ll see the code on the ticket card in Telegram and everywhere in the admin panel.

Tickets are created when a visitor submits your contact form. The full flow:

1. Visitor opens the Chatgram widget on your site (or app or extension)
2. Fills in email, title, message, category
3. Submits
4. Chatgram identifies the website (by domain or public key)
5. Creates a new ticket with a generated code and status open
6. Pushes the ticket to your Telegram and the web admin panel

You never manually create a ticket, they always come from a real visitor interaction with your form.

Yes. You can close a ticket in a few ways:

• From the Telegram ticket card, tap the Close button
• From the web admin panel, open the ticket and click Mark as closed
• Reply to the ticket with a message that resolves the conversation, then close it

Closing doesn’t delete the ticket or block the sender; it just marks the conversation as done. If the sender replies again later, Chatgram re-opens the ticket automatically.

Chatgram tracks the ticket via its unique code (usually embedded in the email subject or headers). When the visitor replies:

1. Their reply is received by Chatgram’s inbound email system
2. Chatgram matches it to the original ticket
3. The ticket is appended to (not duplicated); the visitor’s reply is added to the ticket thread
4. The ticket floats back to the top of your queue
5. Its status returns to open so you know to answer

This means the whole email conversation stays in one ticket you can scroll through, rather than fragmenting into separate messages.

Every ticket carries:

• Ticket code (e.g. #a1b2c3d4)
• Website it came from
• Sender email (the visitor’s contact address)
• Sender name (optional, if they provided one)
• Category / type (bug, support, feature request, etc.)
• Title / subject
• Message body
• Status (open, answered, closed, spam)
• Full conversation thread: original message plus every reply exchanged
• Timestamps for each event
• Assigned agent, if applicable