# Email (Ticketing) Section: Email Description: Set up Tidio's ticketing: connect your mailbox, reply to and manage tickets, use statuses and priorities, merge tickets and act on several tickets at once. Verified against Tidio panel 12.304.0 Last updated: 2026-11-04 Source: https://help.tidio.com/articles/email-ticketing/ Tidio's Ticketing system offers a convenient solution for efficient customer query management. By moving time-consuming conversations to tickets, you can effectively manage your team's work. This article will guide you through the setup and usage of the Tidio Ticketing system, helping you optimize your customer support workflow. **In this article, you'll learn:** - [The benefits of using Ticketing]() - [How to connect your mailbox]() - [How to add your custom signature]() - [How to send emails from your own domain]() - [How to set an automatic response]() - [How your visitors can create a ticket when you're offline]() - [How to block emails]() - [How to manage tickets (responding, sorting, SLA)]() - [How to ask for a rating and collect feedback]() - [How to add tags to tickets]() - [How to let the Lyro AI Agent respond to tickets]() [Video]() Silent walkthrough. Reply to, solve and merge tickets. Open the Inbox and go to Tickets \> Unassigned. Open the first ticket and point at Assignee, Status and Priority at the top. Change Priority to High. Type a reply and click Send - the status changes to Pending. Go back to the list, tick both tickets from the test address and click Merge. Choose the main ticket and click Merge tickets. Open the merged ticket, type a reply, open the arrow next to Send and choose Send and solve. ## ## Ticketing benefits #### Manage your time Move time-consuming conversations to tickets to save the efforts of handling complaints, queries, and requests via chats. Change tickets' statuses and keep your inbox squeaky clean. #### Create an omnichannel support Offer your customers more ways to interact with you. Omnichannel support connects the experiences across different channels, making the customer experience completely seamless. #### Set priorities for your tickets Mark your tickets as **Low**, **Normal** or **High** priority, so your team knows what to handle first. #### #### Cooperate with your colleagues Assign the tickets to the team members who are best-suited to handle them, or mention other agents through internal notes to notify them (or ask for their assistance). For example, a ticket with pricing questions can be assigned to an agent with relevant sales expertise. Create a team of ticket owners responsible for resolving them in the shortest turnaround time. #### Add notes and tags to improve communication Help your coworkers out by leaving notes regarding each ticket, as well as tagging your tickets with useful information. ## ## Connect your Mailbox To start using the ticketing system, you'll need to connect your mailbox first. You can connect your mailbox by heading to **Settings \> Email **section in your Tidio admin panel. You can learn more about adding your external mailbox in our article about [forwarding emails to Tidio](). ![The settings sidebar has "Email" selected above the social messaging channels.]() Once inside, hit the **Connect mailbox** button to start the process: ![The "Mailbox" tab in "Email" settings has "Connect mailbox" buttons above an empty mailbox list.]() You will see a pop-up with several options to choose from: **Gmail**, **Microsoft Outlook** or **Other provider**: ![The mailbox provider selection offers "Gmail", "Microsoft Outlook", "Other provider", and a link to create a new Tidio address.]() ### Connect with your existing email Here, you can **choose an existing mailbox** that you'd like to connect with Tidio. Type in your email address and hit **Next**: ![The "Enter your email address" step has an existing mailbox address entered and a blue "Next" button.]() In the next step, you will get detailed instructions for setting up the connection and get your Tidio forwarding address immediately: ![The "Set up email forwarding" step provides a forwarding address with a copy icon, connection instructions, and a "Verify setup" button.]() ### Create a new email address An alternative option is to **create a brand new address** - with the **@tidio.xyz** domain. This can be useful if you just need an address quickly, and it's an address you can share with your customers or use it for forwarding to other mailboxes if you wish. ![The "Create a new Tidio address" form has "test" entered before the Tidio domain suffix and a "Verify setup" button.]() ### Connect Gmail account The last (and quickest\!) option is to use **an existing Gmail account** that you have access to - this integration doesn't require any actual setting up. Just select the **Connect Gmail account** option and follow the steps: sign into Gmail (or select one of the accounts you're already signed into), and **confirm**: ![Google requests permission for Tidio to read, compose, and send Gmail messages, with "Cancel" and "Continue" buttons.]() Once added, each mailbox will be listed in the **Mailbox** tab, along with its verification status (and instructions, if applicable): ![The "Mailbox" tab lists two addresses with "Unverified" and "Verified" statuses, plus "Open instructions" beside the unverified mailbox.]() Any email that arrives in your external mailbox(es) will create a ticket in Tidio. You can find all new tickets in the **Unassigned** folder under the **Tickets** section in your Inbox panel: ![The Inbox has "Unassigned" selected under "TICKETS" and displays a message that there are no unassigned tickets.]() You'll find the **original mailbox** that received the email listed under each ticket individually. This is especially useful if you've integrated **multiple mailboxes**: ![A green box highlights the recipient mailbox address beneath the customer name on an unassigned ticket.]() ## Adding your signature to tickets Each agent can add their own signature in **Settings \> Account **as well. See the **Custom signature** tab there; you can enable the signature and modify it. You can add text, multiple images, use basic text formatting as well as hyperlinks. Please note: there is currently no way to add custom coding or change the overall format of the signature. The text can only be modified in the ways provided, and the images can only appear vertically (although you can place them at any point of the signature in general). ## ![The "Custom signature" tab contains a signature editor with support contact details, a portrait, formatting controls, and a "Save" button.]() ## Send emails from your own domain To improve your credibility, you can start sending emails to your customers from your own email address. This becomes possible when you connect and verify your own business domain and use that for a more **professional look** and improved **deliverability**. Navigate to** Settings \> Email **and open the** Sender address** tab. Notice that the **Add sender address** button (in the top-right) may be inactive: ![A green arrow points to the disabled "Add sender address" button, while the empty sender list offers "Connect your domain".]() That's because you need to **connect your own business domain** first. If you've already done that, and the domain is verified in Tidio, you can [head over to this section of the guide]() to see how to add a **sender address.** ### Connecting your own domain Connecting your own domain allows you to set up your own **DNS records** and increase the **deliverability** of your tickets. For each domain you add and successfully verify, you can add custom aliases as well. Head over to **Settings \> Email**, and go to the **Domains** tab - then click on the **Add domain** button: ![The "Domains" tab in "Email" settings has "Add domain" buttons and an empty domain list.]() In the new window that pops up, provide the domain you'd like to connect: ![The "Enter the domain you want to connect" dialog has a business domain entered in the "Domain" field above "Next".]() #### This will let you proceed to the automatic domain connection, which is powered by **Entri**. This specialised app will assist you in connecting your domain in a few simple steps (as long as your domain provider is supported by Entri, which you can [check here]()). ![The Entri connection dialog describes encrypted login and automatic domain configuration, with a blue "Continue" button.]() Once you continue, the domain will be **analyzed** for all the relevant details - all in order to allow a secure and smooth connection. During this process you will be asked to input your** provider login details**, in order to properly allow Tidio to connect with your domain. You will most likely need to **confirm the connection request** with a security code sent via email. Once you successfully verify everything that's necessary, you will see a confirmation screen: ![Entri confirms the domain is configured, notes changes can take up to 48 hours, and provides a "Done" button.]() **Please note:** in some cases where your domain provider is** not supported** for automatic connection by Entri, you will be given all the necessary DNS records to implement **manually** into your domain settings instead. Once the domain is added, you will then see it listed in the **Domains** tab, with the appropriate **Status** label showing you the current state of the connection. You also get the option to reconnect or see the DNS records for manual connection: ![A domain has "Verification pending" status with "Refresh status", "Connect manually", and "Reconnect automatically" controls.]() ### Adding your sender address Once a domain is verified, it will become available for you to select when adding a new **sender address** in **Settings \> Email \> Sender address**. Click on the **Add sender address** button in the top-right, which should now be active: ![A green arrow points to the active blue "Add sender address" button in the "Sender address" tab.]() In the popup, you will be able to select any of your verified **domains**, and create an **alias** to use with it: ![The "Add sender address" dialog has an empty "Alias" field and an open "Domain" dropdown listing a business domain.]() 💡 **Please note:** even if you're using your own sender address for ticket communication, there may still be situations in which your customers will see the **internal Tidio address** generated specifically for your account (instead of your selected sender address). That internal address is your Tidio project's unique **reply-to** address, ending with the **@ticket-tidio.com** domain. ![A green box highlights the generated Tidio reply-to address in an email reply composer.]() - This **reply-to** address is only visible once the customer wants to reply to your email. It is not visible initially; your sender address is. - This only takes place if the ticket was **created from inside your Tidio panel** (this includes tickets created manually from scratch; tickets created from live conversations; tickets created automatically by the Lyro AI agent). Tickets created from incoming customer emails (forwarded from a connected mailbox) are **not affected by this**. For more details and troubleshooting, please take a look at our article on connecting your own domains [here](). ## Automatic response If you wish to send an autoreply to each incoming email (ticket), you can set up your automatic response. To do that, navigate to **Templates** tab in **Settings \> Workflows**: ![In "Workflows", a green box marks "Templates" and an arrow points to the "Send automatic ticket reply" template.]() You can enable or disable the automatic response, and modify the message itself. Once it's ready, don't forget to **save** it\! ## Let visitors create a ticket when you're offline When you're offline in your Tidio panel, you can give your visitors an option to create a ticket. This feature enables you to show your visitors a short message that can explain you are offline at the moment and encourage them to submit a ticket through a form built into the Tidio widget. You will see all such tickets later in the **Inbox** section of your Tidio panel. You can customize your Tidio widget by going to the **Settings** **\> Live Chat \> Appearance **section. In there, you will find several different sub-sections that allow you to modify different aspects of your chat widget: ![In "Appearance" settings, a green arrow points to the collapsed "Content" section.]() Inside, open the **Chat** tab. At the bottom, you can see the option labelled **Let visitors create ticket when offline**: ![In the "Chat" tab, a green arrow points to the enabled "Let visitors create ticket when offline" toggle.]() Please note: this option **replaces the offline message** (which is the default); instead of leaving their email address and continuing to use the chat as usual, the visitor will be asked to **submit a ticket**. This way, they will not be able to use the chat widget until you're back online. ## Blocked emails The blocking option allows you to stop receiving emails sent from a specific address appearing on your Tickets list. The block can be applied in a similar way as you ban users during a chat. To block an address, click on the three dots menu next to the ticket and choose the **Block email address** option (it's not available for tickets created from Facebook or Instagram comments, or for phone call tickets): ![A green circle marks a ticket's three-dot menu, and an arrow points to the highlighted "Block email address" option.]() You can later manage all blocked emails by navigating to the **Blocked e-mail addresses tab** in **Settings ****\> Email**** **section: ![The "Blocked e-mail addresses" tab lists one address with an enabled toggle, a delete icon, and a "Block another e-mail address" button.]() Of course, you can also add more email addresses to this list directly, without using any ticket from your inbox - just click the **Block another email address** button at the bottom. Note that you can **temporarily disable a specific block** by toggling the switch on the right; you don't have to permanently remove a block if you don't want to. ## Managing tickets In this section, we describe the following aspects of managing tickets: - [Using folders (responding, forwarding, leaving notes)]() - [Creating tickets from scratch]() - [Ticket statuses]() - [Creating tickets from chats]() - [Sorting and filtering tickets (by date and status)]() - [Creating custom Views]() - [Service-Level Agreement (SLA) policies]() - [Merging tickets]() ### Ticket folders All the tickets forwarded to your Tidio mailbox will be shown in the **Unassigned** folder with the status **Open**. **Next to each ticket, you'll see the following information: ** - the ticket's subject - the sender's name or email address - the mailbox (or other source) the ticket came from - the ticket's status and priority - the SLA tag, if an SLA policy applies to the ticket - the time of the last message - the assigned agent Click on the chosen ticket to open it. At the top bar of the ticket, you can see (and change) the current **Assignee**, **Status**, and **Priority**. The other options are in the three-dots menu on the right: **Merge into** another ticket from the same sender (if any such tickets are available); **Mark as spam**; **Block email address** to block the sender entirely; and **Delete** to delete the current ticket (visible only to agents whose permissions allow deleting tickets). ![An open email ticket: the bar at the top with Assignee, Status (Open) and Priority (Normal), the three-dots menu open on the right showing Merge into, Mark as spam, Block email address and Delete, and the reply box at the bottom with the Send button]() 💡 Please keep in mind that you might not see any emails sent from a **no-reply@** email addresses. This is intentional, as we are blocking these addresses in our system. This decision has been made to help you prioritize your time and focus on replying to emails that require an actual response. We apologize if this causes any inconvenience; we appreciate your understanding as we strive to improve your email management experience. When you're viewing a ticket, you can [**respond**]()** **to it directly, leave an** **[**internal note**](), or** **[**forward**]()** **the ticket's most recent message to another address. You can see these different options in the lower half of the ticket, where the typing window is located (and notice that you can also use the additional [**Cc **and** Bcc**]() options on the right, if you need to add more recipients): ![The reply dropdown lists "Email reply", "Internal note", and "Forward", with "Cc / Bcc" beside the recipient field.]() #### Direct email responses Using the **Email reply** option, you can compose a regular response which is sent to the recipient(s): ![The email composer contains a drafted customer response, recipient and sender fields, formatting tools, and a "Submit as PENDING" button.]() 💡 **Please note:** you can use the **Show thread** button in the lower-left, and this will display the entire ticket thread underneath your response: ![A green circle marks the "Show thread" button beneath the drafted email response.]() This can be useful if you'd like to search for some specific information from past messages in this ticket, and perhaps quote them in your response. ![The email composer displays an earlier message and its sender and date beneath the drafted reply.]() #### Internal notes By selecting the **Internal note** option, you will be able to leave a note which is only visible to any agents who view the ticket: ![The yellow internal note composer contains an agent mention and delayed-order details, with an "Add NOTE" button.]() Once sent, the internal note is visible separate from other messages, making the notes easy to recognize: ![A posted internal note appears in a yellow block beneath a regular message, with an agent mention and order details.]() You can also add **mentions** inside your internal notes, allowing you to notify other agents without actually assigning the entire ticket to them. Simply type the **@** symbol and select the agent you want to mention in the note: ![Typing "@" in the yellow internal note composer opens a list of three agents to mention.]() The agent you mention will see a notification in their **Mentions** folder: ![A green rectangle marks the "Mentions" folder in the Inbox sidebar, with a red notification badge showing one.]() Inside, they can browse any tickets (or live conversations) where they've been mentioned - which allows them to join, or simply leave their own internal note. ![The "Mentions" folder has "Tickets" selected, with a ticket open beside the list and an agent mention in a yellow note.]() #### Placing inline images into your ticket responses When composing a ticket, you're able to not just attach files, but also place images **directly** into the response itself - so that it is part of your message. You can either **paste the image directly**** **using **Ctrl+V** on Windows (or **Cmd+V** on a Mac), or click the **+** (**Add to message**) button at the bottom and choose **Upload an image** to select and upload an image file into your response: ![The reply box of a ticket with the + (Add to message) menu open above it, showing Insert link, Upload a file and Upload an image, with Upload an image highlighted]() The image will always be placed where your **typing indicator **is located in the text input field: ![A green arrow points to the text cursor between paragraphs, where an inline image will be inserted in the ticket response.]() The end result can be much more user-friendly than having to browse image attachments, which may be out of order, or lacking context. ![A baby ferret photo appears inline between two paragraphs in the ticket response composer.]() #### Forwarding tickets You can also use the **Forward** option, which lets you forward the **most recent message** in the thread to other recipients: ![A green rectangle surrounds the forwarded message, including its sender, date, subject, recipient, and body beneath the new message.]() Note that you can use an alternative method of forwarding, and **choose a specific message** in the thread to forward\! To do that, click on the **Forward message** icon on the right of the message you want to forward: ![A green arrow points to the "Forward message" icon at the right edge of an individual ticket message.]() #### Cc and Bcc One more useful feature is the option to **specify additional recipients** whenever you respond in a ticket (or when you create one from scratch or from a conversation, or when you want to forward an entire thread to someone else). When replying in a ticket thread, you can see the **Cc** and **Bcc** options on the right of the default recipient; this allows you to send copies of the communication to additional recipients, either **visibly** or in a **hidden** fashion: ![A green arrow points to "Cc / Bcc" beside the recipient field in the forwarding composer.]() Once you add these visible or hidden recipients, their addresses will be listed in your ticket response: ![A green rectangle surrounds the "To" and "Bcc" fields, each containing a recipient address.]() #### Changing the text input area size If you find that the message input area is too small for you (or if it's too large and covers the thread you're responding in), please note that you can **change its size**. To do that, move your mouse cursor over the blue horizontal line at the top of your message input area; you will notice that the cursor changes; click and drag the line in order to change the size: ![A blue horizontal divider separates the ticket thread from the message composer and provides the handle for resizing the input area.]() #### Checking and retrying ticket delivery If a message isn’t delivered, you’ll now see a "*This message failed to send*" error directly in the ticket. You’ll also have the option to **retry sending** the message. No need to rewrite or resend from scratch\! ![A red error banner beneath a ticket message says "This message failed to send." and includes a "Retry" link.]() ### Creating a ticket from scratch To create your own ticket from scratch, click on the **+** icon next to **Tickets** in the Inbox navigation: ![The Inbox's left-hand navigation with the Tickets section expanded (Unassigned, My open, Solved) and the + icon next to Tickets highlighted]() Inside the **New ticket** view, you can specify the following (the **Assignee**, **Status** and **Priority** are in the bar at the top): ![The new ticket view: New ticket and Cancel at the top, the Assignee, Status (Open) and Priority (Normal) dropdowns on the right, and the Subject:, To: and From: fields above an empty message box with the Create button]() #### Ticket Subject A summary of the ticket content in the form of a short sentence. #### To (the recipient's address) The email address of the person who will receive the email (you can add additional addresses using the **Cc **and **Bcc** options - which allow you to forward the message to either visible or hidden recipients). #### From (your sender address) The email address you're using to send this message (you can use the default Tidio domain, or one of your own addresses, if added already). #### Priority You can set the priority to **Low**, **Normal**, or **High**. New tickets start as **Normal**. #### Assignee The agent responsible for handling the ticket (you, by default). #### Ticket message (text input) The content of the email; this is where your actual message is created. Please note that you can add basic text **formatting**, **hyperlinks**, as well as **Macros** (![A gray lightning bolt icon represents the canned response control.]()) and **file attachments** (![A gray paperclip icon represents the file attachment control.](), in the **+** menu). Once everything is ready, hit the **Create** button. #### Internal note mode Switching to this mode lets you compose a private message that customers will not see. Internal notes are visible only to the agents viewing the given ticket. You can also mention specific agents by using the **@** symbol, so they are notified about your note. ### Statuses ** ** Every ticket has one of three statuses. You can change it at any time with the **Status** dropdown in the bar at the top of the ticket (or set it before you create a new ticket). When you reply to a ticket, the status changes together with your message: the **Send** button sends your reply and sets the ticket to **Pending**. To send your reply and close the ticket in one go, click the arrow next to the button and choose **Send and solve**. Here's what each status means: #### Open The default status for all the new tickets created. If an agent is assigned, the assigned agent will see the email in the **My open** folder. If no agent is assigned, the ticket will show up in the** Unassigned** folder. #### Pending Pending status means you are awaiting a response from the customer. When the customer writes back - the status changes automatically to **Open** status. #### Solved This status means the ticket got closed, and you're not waiting for more responses from the customer. If the customer writes back, the ticket goes back to the **Open** status. ![The reply box of an open ticket with the arrow next to the Send button clicked, showing the Send and Send and solve options]() ### ### Creating tickets from chats You can also create a new ticket from the chat conversation panel. To create a ticket during your chat conversation - click on the **Create ticket** icon in the upper-right of the conversation: ![The blue ticket icon beside "Solve" displays the tooltip "Create a ticket" above the customer information panel.]() You'll see a window allowing you to create a new Ticket. The system will automatically fill in the email address of the visitor. Of course, you can add more recipients using the **Cc/Bcc** option, if you wish: ![The "Create a ticket" dialog contains a customer email address, with a green arrow pointing to the added "Cc" recipient.]() ### Sorting and filtering tickets In each Tickets folder you can **sort** all the tickets inside either from the newest (at the top) to the oldest, or from the oldest to the newest. Just click the sorting icon at the top of each folder to switch between **Newest first** and **Oldest first**: ![The top of the My open folder, with the mouse over the sorting icon and its Newest first tooltip, next to the Filter tickets icon]() This can be very useful when you have a larger number of tickets to handle, and you'd like to organise your work based on the date of the tickets. In addition to the sorting option, the **My open** folder also offers an additional feature: the **Show Pending tickets** checkbox. You can find it under the **Filter tickets** icon at the top, and it is enabled by default. When enabled, your list will show tickets that have the **Open** status as well as the **Pending** status: ![The top of the My open folder with the Filter tickets menu open and the Show Pending tickets checkbox ticked; open and pending tickets in the list below]() When disabled, the list will show only those tickets that have the **Open** status: ![The My open folder with Show Pending tickets unticked, listing only open tickets]() Naturally, this **Show Pending tickets** option is not available in the **Unassigned** folder (since all the tickets there are always open), nor in the **Solved** folder (all the tickets there are always solved). ### Custom ticket Views Using custom **Views** is a great way to organize your communication, and you can use that for tickets. Creating your own views will let you access specific types of tickets quickly, and you can base the views on many different conditions and filters. Please see[ this comprehensive guide]() on creating custom ticket Views for more details. ![The "VIEWS" sidebar lists "Pending ($$$)", "Pending", "URGENT", and "Returns", with notification badges beside the first three views.]() ### Service-Level Agreement (SLA) policies Adding Service-Level Agreement (SLA) policies allows you to set timeframes for your agents' **response times** for tickets. This lets you set a standard and become more efficient with your services, as agents will become more conscious of their own response times. In turn, it can help you track your team's efficiency with incoming email traffic. To learn about SLA policies and how to use them in Tidio, see [this article](). ![The ticket list displays SLA indicators with a red "-5min" badge, a pause symbol, and a blue "46min" badge.]() ### Merging tickets When you receive multiple separate tickets from the same user (the same email address), you get the option to merge them all into one single ticket. You can do it straight from any ticket folder (such as **Unassigned** or **My open**), a custom View, or an agent's tickets in the **Agents** section. Merging works for **open** and **pending** tickets from the same email address. Solved tickets, and tickets created from Facebook or Instagram comments, can't be merged - in that case the **Merge** button is grayed out, and hovering over it tells you why. ![The "My open" list shows two tickets from the same customer, with "Show pending" unchecked and sorting set to "Newest".]() First, you need to find the tickets you'd like to merge - and **select** them. To do that, **tick the box** that appears next to a ticket when you hover your mouse over it, and then keep selecting the other tickets (from the same user). Once you've selected all the right tickets, click on the **Merge** button at the top: ![Two tickets from the same customer have checked selection boxes, and a green circle marks the toolbar's "Merge" button.]() You will see a new window, with all the selected tickets listed. In this step, you need to choose which ticket will become the main ticket from now on; all content from the other tickets will be moved to the new ticket, in chronological order, and **only one ticket will remain**. Click on the **Merge tickets** button when you're ready: 💡 **Please note:** merging **can't be undone**. The other tickets are deleted once their messages are moved to the main ticket. ![The "Merge tickets" dialog selects "Hello, I need some help" as the main ticket and warns that merging permanently deletes the other tickets.]() Once merged, you will see the resulting ticket in your folder - and all of the other tickets' content inside: ![The merged ticket in "My open" contains internal notes and the customer's message above the reply editor.]() One more feature that can help you merge tickets efficiently is the **Merge into** option in the three-dots menu in the upper-right of a ticket. It will become active when you're looking at a ticket and Tidio detects that other open or pending tickets (from the same email address) exist in your Tickets inbox. You can use the option to quickly **merge the current ticket with another ticket** of your choice. You can avoid searching for them manually\! ![An open ticket with the three-dots menu in the upper-right open and Merge into highlighted]() Once you click the **Merge into** option, you will see a similar popup window - listing all available tickets for you to merge the current ticket with. #### Other actions on several tickets at once When you select tickets in the list, the bar at the top lets you do more than merge them. You can also **Change status**, **Assign** (or **Reassign**) them, **Mark as spam** (up to 100 tickets at once), or **Delete** them (only if your permissions allow deleting tickets). Use the checkbox at the top to select all the tickets in the list. If you solve several tickets at once and some of them have empty required [custom fields](), only the other tickets are solved, and the ones that still need their fields filled in stay selected. ## Customer Satisfaction rating and feedback Whenever a ticket is closed (solved), you can send an **automated satisfaction survey** via email. This is enabled by default, and can be managed via **Settings \> Customer Satisfaction**. You can learn about the Customer Satisfaction tool in more detail [here](). ![The settings sidebar has "Customer satisfaction" selected above "Download apps".]() ### Enabling and modifying the survey email The Customer satisfaction tool allows you to ask for a rating on a scale comprised of 5 options (emojis). You can decide about the amount of time after which the survey will be sent. Of course, you can modify all the default texts for the survey email as well. ![The "Tickets" tab has "Automated survey" enabled, a trigger time of "8 hours after ticket is solved", editable email text, and a survey preview.]() Here's an example of what such a satisfaction survey email may look like on the customer's end: ![The survey email asks "How would you rate the support you received?" with five emoji buttons ranging from angry to delighted.]() If the customer clicks on one of the ratings in the email, they will be taken to a separate landing page, where they will have the option to leave an additional comment: ![The survey page has the fourth emoji selected, an optional comment field asking for the score's reason, and a "Submit" button.]() ### Checking the survey results You can later check the effectiveness and satisfaction rate in the **Analytics** section, which you can learn more about [here](). The results can also be viewed inside the ticket itself - in the visitor's details section on the right. In Analytics, you can find the average rating (for a selected time period) in the **Tickets** tab. You will see a graph with more details, as well as the **View rated tickets** option - allowing you to see a list of all rated tickets, sorted by rating. ![The "Satisfaction rate" chart shows an average of 3.3 out of 5, a daily rating graph, and a "View rated tickets" link.]() You can also find the average ticket rating for each agent in the **Agents** tab of the Analytics section. ## Adding ticket tags To add a **tag** to your ticket, click on **Add ticket tag** under the **Info** tab (in the upper-right, visible whenever you're viewing a ticket): ![A green outline highlights "Add ticket tag..." beneath the handling time and SLA in the ticket's "Info" tab.]() Please note that a ticket tag is **separate from a customer tag**; ticket tags are associated only with ticket threads, while customer tags are associated with specific users. As opposed to customer tags, ticket tags aren **not** used in your contacts list (in the **Customers** section). Using ticket tags can be useful if you need to quickly identify certain ticket threads or see some crucial information fast. Any added tag will be visible inside the ticket itself. You can also manage your ticket tags via **Settings \> Tags**: ![The "Tags" settings list "billing issue", "refund request", and "review", with delete icons and a "Create a ticket tag" button.]() You can also use your ticket tags to create **custom ticket views** - which you can learn more about[ in this article](). ## Enable Lyro for tickets The **Lyro AI Agent** is available on your project to automatically respond to incoming messages, and its knowledge is based on what you configure as data sources. If you'd like to learn more about Lyro in general, please see [this comprehensive guide](). When you activate Lyro, it always works on the **live chat** channel by default. However, you can enable Lyro on other channels - including the **Email** channel, allowing Lyro to respond to incoming **tickets** in your panel. You can see these options under the **Channels** section in Lyro's **Configure** tab: ![A green arrow points to the disabled "Email" toggle under "Tickets" in Lyro's "Channels" settings.]() When you enable the **Email** channel, any mailbox you've already connected (in **Settings \>** **Email**) will be automatically listed - allowing Lyro to respond to emails forwarded from those mailboxes. 💡 **Please note:** Lyro will only respond to the **initial** email that arrives, starting a new thread in your **Tickets** inbox. If there are no more emails received from the customer in that thread, the ticket is considered as resolved by Lyro; if the customer responds, the thread stays open and your live agents will need to respond manually. You can, however, remove the mailboxes you wish Lyro to ignore, and even connect new ones: ![The "Email" channel is enabled, and the "Mailboxes" dropdown shows a selected address with a removal button, additional addresses, and "Connect new mailbox".]() Please note that enabling the **Email** channel is only possible if you've already connected **at least one mailbox** with Ticketing. ## Further reading - [Service-Level Agreements (SLA)]() - [The Spam folder (Ticketing)]() - [Custom fields for tickets]() - [Custom ticket Views (Email)]()