Share Your Knowledge

We've added new blog posts to help you get the most out of Ticketping:

AI vs Human Support — Learn when to use AI assistance and when human expertise matters most. Discover how Ticketping's AI handles routine questions while your team focuses on complex issues.

Slack as Support Tool — A comprehensive guide on setting up Slack-based customer support. Learn best practices for managing tickets, collaborating with your team, and maintaining customer relationships—all from Slack.

Visit our blog for more tips and guides on modern customer support.

AI handles the easy stuff. Your team handles nuanced tickets.

If a question needs human clarity, Ticketping hands it off to your team in Slack.

Reduce repetitive tickets with AI

Your AI assistant instantly answers common questions — FAQs, order status, password resets — so your team focuses on tickets that actually need a human.

Improve resolution times

AI drafts responses for complex tickets before your team even opens them. Your agents start with context, not from scratch.

Reduce support costs

Automation where it helps. Human touch where it matters. Scale your support without scaling your headcount.

Smart handoffs to Slack

When AI can't resolve a ticket, it sends a clear summary to your Slack channel with context your team needs to jump in fast.

You control the AI

Or turn off AI entirely — just real human-to-human support. Your workflow, your choice.

Better Onboarding Experience

We've completely revamped the onboarding flow for new teams. When you first sign up, you'll now get guided step-by-step instructions to:

• Connect your Slack workspace
• Configure your first channel
• Invite team members
• Set up working hours and auto-archive rules

Polished Interface

Several UI improvements make Ticketping feel more refined:

• Smoother animations — Drawers and transitions are now fluid and delightful
• Better feedback — Toast notifications give clear confirmation when you complete actions
• Improved navigation — User menu now has cleaner icons and better organization

Work Smarter

With working hours and archive features, your team can now:

• Set specific support hours when tickets are routed
• Automatically archive old resolved tickets to keep your queue clean
• Get tooltips showing SLA status at a glance

Smarter AI assistant and reply suggestions

We refined how the assistant reasons over your macros, saved replies, and published help articles so suggested answers feel on-brand and easier to edit before send.

Help center citations

When a draft pulls content from your published help articles, we show a source citation in the composer so agents can verify before accepting.

Agents can verify the source link before accepting the draft, reducing errors when help articles are recently updated.

Faster suggestions

Improved suggestion speed by 30% using cached macro embeddings.

Copy draft

Need to tweak a draft before sending? Use the new Copy draft button to duplicate and manually edit.

Brand voice

Suggestions now match your configured tone:

• Formal - Professional language
• Friendly - Casual and approachable
• Concise - Brief and direct

Macros

Macro content is now weighted higher than general help articles.

Shorter drafts

Less boilerplate, more direct answers.

Rich Formatting in Chat

Your AI assistant now supports Markdown formatting in chat replies. This means:

• Bold and italic text for emphasis
• Code blocks for technical information
• Lists for step-by-step responses
• Links that customers can click

When AI suggests replies, the formatting comes through cleanly so customers see well-structured responses.

Easier Channel Selection

We've improved the Slack channel picker:

• Wider dropdown — No more cutting off long channel names
• Search as you type — Find channels quickly in large workspaces
• Better visibility — Clearer which channels are available

Under the Hood

Fixed how customer names appear in chat history, ensuring the right person is credited for each message.

Connect Your Slack Workspace

Getting started with Ticketping is easier than ever. When you first sign up, you will be prompted to connect your Slack workspace if it is not connected yet.

The new Add to Slack button appears contextually when needed, making the setup process intuitive.

See Your Team Members

Your Slack workspace members are now visible in the settings page. This helps you verify who is connected and ensure your entire support team is set up properly.

Connect Channels

You can now connect specific Slack channels to Ticketping:

• Choose which channels to monitor for new tickets
• Set up channel-specific routing rules
• Configure notification preferences per channel

Better Settings Experience

We have improved the Slack settings page with:

• More descriptive labels
• Better spacing for readability
• Clearer status indicators
• Easier channel management

Handle Edge Cases

Fixed several issues with Slack installation:

• Better handling of failed installations
• Support for various Slack invite scenarios
• Improved error messages when something goes wrong

Instant Ticket Updates

Tickets now update in real-time without refreshing the page. When a new ticket comes in or an existing one changes, you'll see it immediately in your queue. This is powered by WebSockets connecting your dashboard directly to our servers.

Easier Navigation

The new sidebar puts everything within reach:

• User menu now lives in the sidebar for one-click access
• Mobile navigation has smoother animations
• New dashboard side navigation for smaller screens

Sign In Your Way

Google Sign-In is now available on the login page. If your team uses Google Workspace, you can sign in with one click—no password needed.

Multi-Workspace Made Simple

Managing multiple workspaces is now cleaner. Switch between your different Slack workspaces instantly from the sidebar.

Your Dashboard, Your URL

We've moved from generic /dashboard URLs to custom team slugs. Now your dashboard lives at your team's unique URL, making it easier to share and access:

• ticketping.com/your-team for your workspace
• Cleaner, more professional URLs
• Better for team bookmarks

Navigation Improvements

The dashboard navigation got a fresh look:

• Cleaner menu structure
• Easier access to all features
• Better visual hierarchy
• Improved responsiveness

Better Auth Flow

If you're not logged in and try to access the dashboard, you'll be smoothly redirected to login first. This prevents broken experiences and keeps your workspace secure.

Under the Hood

Added proper page head metadata for better SEO and social sharing when links are shared.

Keep Your Queue Clean

Over time, resolved tickets can clutter your queue. Now you can archive old tickets to keep your active queue focused on what matters. Archived tickets are still searchable if you need to reference them later.

See Priority at a Glance

Ticket priority is now visible directly in the list view. Quickly identify which tickets need immediate attention:

• Urgent — Requires immediate response
• High — Important but can wait
• Normal — Standard priority
• Low — Backlog items

SLA Status Tooltips

When you hover over tickets, you'll now see SLA information at a glance. Know exactly how much time is left before SLA breach and prioritize accordingly.

This helps your team stay on top of response times without checking each ticket individually.

Email Handling

Implemented robust handling of duplicate incoming emails to prevent duplicates.

Email Suppression

Added suppression via email, domain, and customer feature - allowing administrators to block specific emails or domains from creating tickets.

Staff Permissions

Enhanced user endpoints with is_staff permission checks and normal authentication permissions.

File Upload

Added endpoint to upload files to Cloudflare for media storage.

Onboarding API

Implemented PATCH API for onboarding flow to allow progressive customer onboarding.

Auto Ticket Assignment

Added automatic ticket assignment feature when tickets are unassigned.

System Agent Role

Added system agent role for automated ticket handling.

My Tickets Filter

Added way to filter tickets by assignee for "my tickets" view.

Your Chat Widget

Customer support shouldn't be limited to one channel. Now you can add a Ticketping chat widget to your website, landing page, or documentation. Customers get instant answers from AI, and when needed, the conversation seamlessly transfers to your Slack team.

Features:

• AI-powered responses pulling from your help articles
• One-click handoff to human agents in Slack
• Customizable appearance to match your brand
• Works on any website with simple embed code

Make It Yours

Theme customization now respects your team's brand colors. Set primary colors, adjust text contrast, and configure notification preferences. The interface adapts to match your workspace.

Help Center Integration

Your help center now includes the chat widget, so visitors can get instant answers while browsing documentation. If they need more help, starting a conversation is one click away.

Welcome to Ticketping

Ticketping brings AI-assisted answers and a shared queue into Slack so lean teams can support customers without a separate heavy helpdesk tab.

Threads stay the source of truth: customers keep using email or chat while your team stays in Slack. Roles are simple — admins configure, agents respond, observers get read-only insight — and human takeover is always one click away when the AI is not enough.

Core features

• AI-powered answers — The assistant learns from your published help articles, macros, and past ticket resolutions to suggest replies instantly.
• Unified ticket queue — All incoming requests land in one place, grouped by status (Open, Snoozed, Resolved).
• Thread-first context — Every ticket links back to the original Slack thread, so the full conversation is always visible.
• Human-in-the-loop — Agents can accept, edit, or dismiss AI suggestions with one click.

Roles and permissions

• Admin — Full configuration: channels, routing rules, AI settings, team management
• Agent — Respond to tickets, use AI assist, snooze and reassign
• Observer — Read-only access to queue and ticket history

Getting started

1. Connect your Slack workspace — authorize Ticketping in your Slack workspace settings.
2. Configure a channel — pick which Slack channels Ticketping monitors for incoming tickets.
3. Add your content — import help articles, write macros, or let the AI learn from past tickets.
4. Invite your team — agents and admins need Slack accounts; observers can be any workspace member.

We are shipping quickly. Expect occasional maintenance windows; we will post here and in-app when they happen.

Version 1.9.0

We've released version 1.9.0 of the chat widget with several UI improvements including offline label indicator and left-right bubble positioning.

Version 1.8.0

Custom icon color support for deeper branding customization.

Version 1.7.9

Cleaner UI rendering with inline image display support.

Version 1.7.4

Added dates in conversation history for better context.

Version 1.7.3

Fixed chat bubble aesthetics - now shows timestamps when required and implements Instagram-like chat bubble UI.

Version 1.7.2

Fixed padding on mobile devices.

Version 1.7.1

Removed unnecessary theme variables for cleaner configuration.

Recent Conversations

Now shows recent conversations in the home tab for quick access.

Version 1.6.0

Added thin scrollbars for a cleaner, more modern look.

JWT Authentication

Implemented customer JWT authentication for creating chat sessions.

Documentation

Added comprehensive documentation website and updated README with setup instructions.

React Support

Added React component (.js instead of .jsx) for easier integration with React apps.

Svelte Support

Added Svelte package with examples for Svelte users.

File Attachments

Feature to attach files in chat - customers can now upload and share files directly in the widget.

Loading State

Added loading state indicator during message processing.

Mobile Experience

Fixed mobile height issue and prevents body scroll when chat is open for better mobile UX.

Powered by Ticketping

Added "Powered by Ticketping" plug for brand attribution.

Your Public Face

A new landing page now showcases what Ticketping makes possible. See how Slack becomes a powerful support hub with AI assistance handling the easy stuff.

Customers Can Self-Serve

Your customers now have their own portal to:

• Create new tickets without email
• Track existing tickets in real-time
• Reply to ongoing conversations
• See status changes as they happen

The customer portal connects directly to your Slack workspace, so responses from your team appear instantly.

Help Center Built In

Documentation is now part of Ticketping. Create help articles, organize by category, and let customers find answers themselves. The AI pulls from these articles when answering questions.

Transparent Pricing

A new pricing page helps you choose the right plan. See features included at each tier and upgrade as your team grows.