Ticket Management

Overview

Ticket Management turns every lead into a trackable support ticket. Instead of relying on email threads, your team can assign, prioritize, and respond to visitor inquiries directly from the Relio dashboard.

When enabled, email notifications switch from reply-friendly mode to dashboard-centric mode. This ensures all communication stays organized inside Relio rather than scattered across individual inboxes.

How It Works

When a visitor submits a contact form (via Human Agent Handoff, Order Questions, or Coupon Request), a lead is created. With Ticket Management enabled:

Leads become tickets with assignable status, priority, and owner
Email notifications direct your team to the dashboard instead of allowing direct email replies
Internal notes let team members collaborate on a ticket without the visitor seeing the discussion
Priority levels (Low, Medium, High, Urgent) help your team triage incoming requests

Without Ticket Management, leads still appear in the Leads page, but email notifications include a Reply-To header so agents can respond directly from their email client.

Ticket Actions

From the lead detail panel on the Leads page, team members can:

Action	Description
Assign	Assign the ticket to a specific team member
Set Priority	Mark as Low, Medium, High, or Urgent
Change Status	Move between New, Open, Pending, and Resolved
Add Note	Write internal notes visible only to your team
Reply	Send an email reply to the visitor directly from the dashboard

All actions are logged with timestamps so your team has full visibility into the ticket lifecycle.

Email Notifications

Ticket Management changes how email notifications behave:

Mode	Reply-To Header	Email CTA
Ticket Management ON	[email protected]	"Reply in Dashboard" button linking to the lead
Ticket Management OFF	Visitor's email address	"Reply" button (opens email client)

When Ticket Management is enabled, the notification email explicitly states: "Do not reply to this email. Please respond via your Relio dashboard." This ensures all conversations are centralized.

Enabling Ticket Management

Go to Chatbot > Features
Scroll to the Human Agent Handoff section
Find the Ticket Management sub-panel
Toggle it on

The feature activates immediately. All future lead notifications will use the dashboard-centric email format.

Plan Availability

Ticket Management is available on Advanced plans and above. If you are on a Starter or Free plan, upgrade to Advanced to unlock this feature.