Turn any conversation into a tracked ticket
A ticket sits beside the chat it came from, with a category, a priority, an owner and a remarks trail. Pools hand new tickets to the right person at the right hour, and everyone who needs to know gets an email on every change.
Per-channel workflows ✦ Pools that route by hour and workload ✦ Atomic bulk actions
Guest
Tickets
The most guest-obsessed brands trust Lodgestory to power 50M+ conversations a year
BBingo Hotels
Bound to the conversation, not an island
Most tools create a ticket as a separate case and lose the messages the moment it is closed. Here the ticket opens from the guest panel of the chat, its details are editable in place, and its notes are the chat's own note thread. Open the chat from the ticket, or the ticket from the chat, and the whole story is there.
- Three columns, no page scroll. Summary and handling controls, captured details and remarks, and the note thread, each scrolling on its own.
- Live selects. Assignee, priority and status save the moment you change them.
- Numbered for people. Tickets count from #1 per organisation, are never reused, and a bare number finds one instantly.
Summary
Dev Sharmavia pool · MaintenanceCaptured details
Notes
Built for the issues that come in through chat
Raise it where the conversation is
From a chat, from a call, standalone, from a bot journey or through the API. The ticket links back to the thread, the call and the guest.
Learn moreCategorise every ticket the same way
Categories and sub-categories come from a per-channel list, never free text, so "top issues last month" is a real answer.
Learn moreHand it to the right person, automatically
Pools pick an owner by hour, by workload, by capacity or at random, in the pool's own timezone, with a fallback when nobody is on.
Learn moreResolve in bulk, never half-way
Select many tickets and change status, priority or owner at once. Every bulk action is atomic: all succeed, or none apply.
Learn moreYour categories, per channel
Design the list your team picks from: categories, optional sub-categories, the details every ticket must capture and the statuses it moves through. One active workflow per channel, so a hospitality WhatsApp line and a technical support mailbox can run different taxonomies on the same workspace.
- Details to capture. Typed fields such as room number, invoice id, a dropdown or a date, required or optional.
- Five priorities. SOS, High, Medium, Low and No action required, on every ticket.
- Used everywhere. The inbox, bot journeys, reports and the API all read the same workflow.
Details to capture
The right person, at the right hour
A pool is a roster plus a rule. Decide who is on, by an hour-of-day schedule in the pool's own timezone or by each member's availability toggle, and how the next ticket is picked: take turns, whoever has the fewest open tickets, at random, or weighted by capacity. A live preview tells you who would get a ticket right now.
- Fallback built in. Nobody scheduled? The most recent pick gets it, so the ticket is never orphaned.
- Pools in bot journeys. A Create Ticket step can point at a pool instead of a fixed person.
- Audit on every ticket. Routed tickets carry the pool's name, and the list filters by it.
If a ticket came in right now, it would go to: Priya
New tickets
Filter it eight ways, fix it in one move
Status, priority, assignee, creator, channel, issue, date range and free text, including captured details, so a room number finds its ticket. Sort by urgency or by triage, which lists open before resolved and most urgent first. Select many and reassign, re-prioritise, change status or delete, as one atomic change.
- Staff change? Filter to one assignee and bulk-reassign in a single action.
- Jump by number. Type 42 or #42 to open a ticket directly.
- Role-aware. Everyone sees the tickets on chats they can see; admins see them all.
Everyone who should know, knows
The assignee is emailed when a ticket is created, and the relevant people on every status change. The guest hears on the channel they used. In Analytics the Tickets tab charts created against resolved per day and the average resolution time, and Reports exports any filtered set as CSV for your own BI.
- Weekly review. Filter to unresolved, sort by triage, export the list.
- Click any number. Every count in Analytics opens the tickets behind it.
- API and MCP. Create, list, update and bulk-operate tickets from your systems or your AI assistant.
Notifications
Go deeper
Everything ticketing is made of
Pipelines
The statuses a ticket moves through, per channel, with the stage history kept for every ticket.
Learn moreCRM sync
Ticket stages mapped to deal stages in HubSpot and your CRM, with the conversation logged on the contact.
Learn moreSocial monitoring
Instagram comments and mentions arrive as threads, and a bot journey can open a ticket from any of them.
Learn moreIn practice
From "AC not cooling" to a follow-up survey
A guest messages "AC not cooling" on WhatsApp. The agent opens Create ticket from the guest panel, picks Maintenance and HVAC, sets High and lets the pool hand it to whoever is on. The guest gets an acknowledgement, the maintenance lead gets an email. When the fix is logged and the ticket moves to Resolved, the guest hears again, and a CSAT survey follows.
Enterprise-grade by default
Tickets are scoped to your organisation, encrypted in transit and at rest, and kept in the region you choose. Every assignment, status change and bulk action is logged with who did it and when.
Visit the trust centerGuides for the team that runs the tickets
Open a chat, raise the ticket from the guest panel, manage it from the list, resolve it.
Set up your first pool in five minutes and let it hand out the work.
Categories, sub-categories and the details to capture, per channel.
Ready to stop losing track of customer issues?
Design one workflow, invite the team and raise the first ticket from a real conversation today.
Questions, answered
The things teams ask before they move their tickets.
A support-ticket system tied to every chat and call. Each ticket carries a category and sub-category from your own list, a priority, an assignee, a status and a remarks trail. It sits beside the conversation it came from, so resolving the ticket never loses the messages behind it.
From a chat, through the Create ticket button in the guest panel; from a call, linked to the call and to the caller's chat when one exists; standalone, for issues that did not start in a conversation; from a bot journey's Create Ticket step; and from your own systems through the partner API.
Yes. A ticket workflow is configured per channel: its categories, sub-categories, the details it captures on every ticket such as a room number or an invoice id, and its status list. A hospitality channel can run Open, In progress, Waiting on vendor, Resolved while a technical channel runs New, Triaged, Fixed, Verified.
Assign it by hand, or let a ticket pool pick. A pool is a roster plus a rule: who is on, by hour-of-day schedule in the pool's own timezone or by each member's availability toggle, and who gets the next one, taking turns, by fewest open tickets, at random, or by capacity. If nobody is on, the pool falls back to the most recent pick so the ticket still gets an owner.
The assignee is emailed when a ticket is created, and the relevant people get an email on every status change. The guest's own acknowledgement and updates go out on the channel the conversation is on.
Yes. The partner API creates, lists, updates and bulk-operates tickets, and manages pools, their members, weights and schedules. Bulk actions are atomic: every selected ticket changes, or none does.