# A help desk built for chat: from chatbot to human in one click

> On-chat includes a help desk built for chat: flows open tickets by topic, agents accept and lock a ticket, and they reply from a WhatsApp-style workspace. Managers see per-agent performance reports and can export tickets to Excel.

URL: https://on-chat.live/live-chat-ticketing/
Last updated: 2026-10-27

Let your chatbot handle the routine and send everything else to your team. Tickets arrive with the full conversation, lock to the agent who accepts them and close with a clear record for reporting.

- [Start your free 30-day trial](https://on-chat.live/org/signup/)

## Built for fast, accountable support

On-chat ticketing keeps chat support fast and accountable with automatic tickets, ticket locking, rich replies and agent reports.

- **Automatic ticket creation**: Any flow step can open a ticket with a topic, so requests reach the right team.
- **Accept and lock**: An agent accepts a ticket and it locks to them, so customers never get two answers.
- **WhatsApp-style workspace**: A two-pane view with the ticket list and the live chat side by side, updating in real time.
- **Rich replies**: Reply with text, images, video and files from the same window.
- **Agent performance reports**: See tickets handled, response times and daily or hourly trends for each agent and topic.
- **Excel exports**: Export tickets and agent summaries for your own reporting.

## Get started in three steps

You create ticket topics, add a handoff step to your chatbot and invite agents to the workspace.

1. **Create topics**: Set up topics like Billing, Delivery or Technical for your tickets.
2. **Add a handoff step**: Open a ticket from your chatbot whenever a person is needed.
3. **Invite agents**: Agents log in, accept tickets and reply from the workspace.

Popular use cases: ('Customer support', 'Complaints handling', 'Sales follow-up', 'Order issues', 'Technical support', 'VIP customer care').

## Frequently asked questions

These answers cover supported channels, releasing tickets, manager visibility and how customers experience the handoff.

### Which channels does ticketing support?

Every channel connected to your workspace, including WhatsApp, SMS, Messenger and Telegram.

### What happens if an agent leaves a ticket?

They can release it so it goes back to the queue for another agent to accept.

### Can managers see what agents are doing?

Yes. The agent summary shows workload, response times and trends over any date range.

### Do customers know they're talking to a person?

You decide. Many teams send a short message from the flow when the ticket is opened.

## Learn how to build it

- [Chatbot Flow Design: 12 Best Practices](https://on-chat.live/guides/chatbot-flow-design-best-practices/): Practical rules for designing chatbot conversation flows that customers finish: branching, fallbacks, personalisation, handoff and testing.

## Related solutions

- [WhatsApp chatbot](https://on-chat.live/whatsapp-chatbot/): Build a WhatsApp Business chatbot without code. Answer FAQs, take orders, send template messages and hand chats to live agents. Free 30-day trial.
- [Visual flow builder](https://on-chat.live/flow-builder/): Build dynamic conversation flows without code: branch on answers, use live data from your systems and run one flow on WhatsApp, SMS and voice.
- [E-commerce](https://on-chat.live/solutions/ecommerce/): Take orders, send delivery updates and recover abandoned carts on WhatsApp and SMS. Connect your store with webhooks and Zapier.