Hỗ trợ trực tiếp (ticket)

The Support tab

The widget has two tabs: Chat (the AI) and Support (tickets with your team). A customer opens Support, taps New conversation, writes a subject and message, and gets a threaded ticket they can leave and come back to — replies show up live, with a badge on the tab when there's something new.

Starting a ticket from an active AI chat carries the conversation along as context, so your team isn't starting cold.

Attachments & screenshots

Customers can attach an image or short video to any message — including an annotated screenshot captured right from the page they're on (draw an arrow, circle the button that's broken). Images up to 5 MB, video up to 25 MB.

Replying from the dashboard

Go to Tickets to see every open thread across your bots, reply, and change status: Open → In progress → Resolved (or Closed). The customer sees your reply appear live in their widget — no refresh, no email needed on either side.

Contacts

The Contacts page lists everyone who has messaged your widget — guests and identified users — with their ticket history in one place. A “Verified” badge marks contacts whose identity your site vouched for via MonGPT.identify() (see Install); their tickets follow them across devices instead of staying tied to one browser.

Notifications

New tickets email Bot settings → Send leads & handoff requests to (defaults to your login email; each bot can route to a different inbox). Subscribe to the ticket.created webhook to push new tickets into Slack, a CRM, or your own helpdesk.

Per-bot

Tickets are scoped to the bot they were opened against, same as conversations and leads — switch bots in the sidebar to see a different bot's queue.