Tickets
Tickets give you a lightweight support workflow built on top of FloatMessage chat and forms. Promote any conversation or form submission into a tracked ticket with status, internal notes, and media attachments — no extra tool required.
Creating a ticket
There are two ways to create a ticket today:
- From a chat conversation — open the chat dashboard, select a conversation, click the 3-dot menu in the header, and choose Create Ticket. The new ticket links back to the conversation so the full message history stays attached.
- From a form submission — open Dashboard → Submissions, find the submission, and click + Ticket. The ticket is pre-titled with the visitor's name or email and links back to the original submission.
Tickets are not created automatically — they're always a deliberate action so your inbox doesn't fill up with noise.
Status workflow
Every ticket has one of three statuses, in order:
| Status | Meaning |
|---|---|
| new | Just created. Hasn't been triaged yet. |
| in_progress | Someone on your team is actively working on it. |
| closed | Resolved. The ticket is archived but stays searchable. |
Change the status from the ticket detail page. Closing a ticket records the timestamp so you can track resolution time.
Internal notes
Each ticket has a free-text notes field. Use it for context that shouldn't be visible to the visitor — internal investigation, links to related issues, decisions, or handoff instructions for a teammate.
Media attachments
Attach screenshots, PDFs, or other files directly to a ticket. Files are uploaded to FloatMessage's storage and stored alongside the ticket record.
- Max file size — 5 MB per file.
- Allowed types — JPEG, PNG, WebP, GIF, PDF, TXT, CSV, DOC, DOCX.
- Storage — files live in object storage under
tickets/<userId>/<timestamp>.<ext>so each owner's files are isolated.
Drag and drop files into the ticket, or click the upload button. Each attached file shows a thumbnail (for images) or an icon, plus the original filename.
Linking back to chat & submissions
Tickets remember where they came from:
- Chat tickets store a
conversationId. Click through from the ticket to the original conversation to see the full message history. - Form tickets store a
formSubmissionId. Click through to view the submitted form fields, page URL, and country.
If the source conversation or submission is deleted later, the ticket itself stays — only the link breaks.
Use cases
- Bug reports from chat — capture screenshots, paste reproduction steps in notes, close when fixed.
- Sales follow-ups from contact forms — link back to the form, attach the proposal PDF, mark in-progress while in flight.
- Refund requests — track each one through new → in_progress → closed with notes on the decision.
- Feature requests — log them as tickets, group by theme, close with a link to your roadmap when shipped.