With mobile ticketing, you can view tickets linked to a contact, create new tickets, update ticket details, and delete tickets without leaving the Inbox. This helps your team keep support context in one place, even when you are away from your desk.

Use mobile ticketing to:

• Follow up on customer issues while you are away from your desk
• Create a ticket as soon as a customer reports an issue in a conversation
• Update ticket status, priority, or assignee without switching to the desktop web app
• Reassign tickets to teammates for follow-up
• Keep ticket records connected to the customer conversation
• Maintain visibility across mobile and desktop for the latest ticket progress

Accessing tickets from a conversation in Inbox

All ticket actions on mobile start from a conversation in the Inbox. You can access the tickets linked to a contact by opening the Tickets panel from the conversation header.

To access tickets from a conversation:

1. Go to Inbox on your SleekFlow mobile app
2. Tap a conversation to open it.
3. In the conversation header, tap the ticket icon
   
4. The Tickets panel will slide up from the bottom of the screen.
   

If the contact has existing tickets, a count badge appears on the ticket icon. The badge shows how many tickets are linked to the contact.

Viewing tickets linked to a conversation

The Tickets panel lists all tickets linked to the contact in the conversation. This lets you quickly check related issues without switching to the desktop web app.

Each ticket card displays:

• Ticket reference number, such as #12
• Ticket title
• Current status, shown as a colored badge, such as “To do”, “In progress”, “On hold”, or “Resolved”

Tickets are sorted from newest to oldest.

To view or update a ticket, tap the ticket card to open its detail view.

Creating a ticket from a conversation

You can create a new ticket directly from the conversation you are viewing. The Contact and Channel fields are filled in automatically based on the conversation.

To create a ticket:

1. Open the Tickets panel by tapping the ticket icon in the conversation header.
2. Tap “+ Create Ticket” at the bottom of the panel.
   
3. The “New ticket” form will slide up.
   
4. Fill in the following fields:
   1. Title: Enter a short, descriptive title for the ticket. This field is required and has a maximum limit of 200 characters.
   2. Description: Enter additional context or details about the issue. This field is optional and has a maximum limit of 2000 characters.
   3. Priority: Select the ticket priority from the dropdown. This field is required and pre-selects your company’s default priority.
   4. Assignee: Search for and select the team member responsible for the ticket. This field is required and pre-selects you by default.

5. Tap “Create ticket”.

Once the ticket is created successfully, a confirmation message appears. The Tickets panel refreshes and shows the new ticket.

Editing a ticket

You can update a ticket’s key details from the mobile app without leaving the conversation.

To edit a ticket:

1. Open the Tickets panel from the conversation header.
2. Tap the ticket you want to edit.
3. The Edit Ticket sheet will slide up.
   
4. Update any of the following fields:
   1. Title
   2. Description
   3. Status
   4. Priority
   5. Assignee

5. Tap “Save changes”.

A confirmation message appears once your changes are saved. The ticket card in the Tickets panel updates to reflect the latest values.

If you leave the sheet without saving, your changes will be discarded.

Deleting a ticket

You can delete a ticket from the Edit Ticket sheet if it is no longer needed.

Warning: Deleting a ticket is permanent and cannot be undone.

To delete a ticket:

1. Open the Tickets panel from the conversation header.
2. Tap the ticket you want to delete.
3. In the Edit Ticket sheet, scroll to the bottom.
4. Tap “Delete ticket”.
5. A confirmation dialog appears.
   
6. Tap “Delete” to confirm, or “Cancel” to go back.

The ticket is permanently removed from both mobile and desktop.

Viewing ticket activity in the conversation timeline

Ticket events appear as system notifications in the conversation message timeline. This gives your team a clear record of ticket activity without opening a separate screen.

The following ticket events are shown automatically:

• Ticket created: Shown when a new ticket is created for the contact.
• Ticket completed: Shown when a ticket is moved to Resolved.
• Ticket updated to : Shown when a ticket’s status changes.

Each indicator shows the ticket reference number, the action taken, and the timestamp.

These indicators are read-only and generated automatically.

Syncing with the desktop web app

Ticket changes made on mobile are reflected in the desktop web app, and changes made on desktop are reflected on mobile. This helps your team stay aligned across both platforms.

Features available only on desktop

The mobile app supports common ticket actions that help you manage tickets while working from the Inbox. Some advanced ticketing settings and workflows are only available on the desktop web app.

Learn more about Ticketing feature on Web app in these Help Center articles:

• Ticketing overview
• Creating a ticket
• Managing tickets in Ticketing
• Interacting with the Ticketing module in Inbox
• Ticket settings

FAQ

I don’t see the ticket icon in my conversations. What should I do?

The ticket icon only appears if Ticketing is enabled for your workspace and your role has access to tickets.

Contact your workspace administrator to confirm that Ticketing is enabled and to review your permissions.

Can I browse all tickets on mobile?

No. In this release, tickets on mobile are accessed through the conversation they are linked to.

To browse, search, or filter the full ticket queue, use the desktop web app.

Can I add comments to a ticket on mobile?

No. Ticket comments are not available on mobile at this time. You can add comments to tickets from the desktop web app.

What happens if I edit a ticket on mobile while someone else edits it on desktop?

Ticket updates sync across mobile and desktop. The latest ticket information is reflected across both platforms.