Give your customers a proper ticket panel, not a bubble
The Tickets app replaces the floating chat bubble with a full help-desk interface built into your page. Your customers open, follow and reply to their tickets in one place.
Use this when a support page suits your business better than a chat bubble in the corner, for example a dedicated help or account page. On your side nothing changes: tickets arrive as ordinary conversations.
Step by step
Activate the Tickets app
Go to Settings > Apps and activate Tickets. This makes the ticket interface available to the pages where you switch it on.
Switch a page to tickets mode
Add &mode=tickets to the embed script URL. As an alternative, put <script>SB_TICKETS = true;</script> on any page that already shows the chat.
Place the panel on the page
Add <div id="sb-tickets"></div> wherever you want the panel to appear. Without it, the panel is appended to the body. Give the container at least 450px of height on desktop, and use data-offset="123" if you need to shift it by a set height.
Check that it appears
If nothing shows up, uncheck Settings > Tickets > Manual initialization and reload the page.
Decide what new users meet first
New users see a mandatory New ticket form. To remove it, activate the welcome message at Settings > Messages & Forms > Welcome message. If registration should not be mandatory on one particular page, add var SB_REGISTRATION_REQUIRED = false to that page.
Settings reference
| Setting | What it does |
|---|---|
| Settings > Apps > Tickets | Turns the ticket interface on for your account. |
| Settings > Tickets > Manual initialization | Holds the panel back until your own code starts it; uncheck it if the panel does not appear. |
| Settings > Messages & Forms > Welcome message | Activating it removes the mandatory New ticket form that new users would otherwise see. |
| &mode=tickets | Added to the embed script URL, this loads the ticket interface instead of the chat bubble. |
| SB_TICKETS | Set to true on a page that already shows the chat to switch that page to tickets. |
| sb-tickets | The id of the div that decides where on the page the ticket panel is drawn. |
| data-offset | Added to the ticket div to offset the panel by a given height. |
| SB_REGISTRATION_REQUIRED | Set to false on a page to drop mandatory registration there. |
Good to know
Tickets are conversations
On the admin side a ticket is exactly the same thing as a chat conversation, and only the front-end interface differs. You can open one yourself from the panel by opening a user and clicking Start a conversation.
Not every chat setting carries over
Most chat settings apply to tickets, but not all of them. The dashboard settings and the pop-up message are not compatible.
The welcome message delay is ignored
If your welcome message has a delay set, it has no effect in the ticket panel. The message shows without waiting.
Give the panel room
The minimum height on desktop is 450px. A container shorter than that will not display the panel properly.
Works with reCAPTCHA v3
The ticket panel is compatible with Google reCAPTCHA v3 if you already protect your forms with it.
Also useful for inline chat
The tickets area can be used to show an inline or full-width chat panel on a page, rather than a ticket list.
Common questions
Do tickets go somewhere separate from my chat conversations?
Can I open a ticket for a customer myself?
The ticket panel is not showing on my page. What now?
How do I stop new users being forced through the New ticket form?
Must every visitor register before writing a ticket?
Does the Tickets app cost extra?
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