Proactive tickets
Last updated March 13, 2025
If you want to contact a customer outside of an existing ticket, you can create a new ticket with the Compose function using the Compose button at the bottom of the inbox or the "Create ticket" button in the customer profile card at the top of the sidebar.
From the Compose modal, you can set core ticket properties:
- To: set a customer to be associated with the ticket (or multiple customers)
- Assign: assign an agent to the ticket
- Priority: set the priority level of a ticket
- Tags: set tags for the ticket
- Channel: specify the channel to send ticket messages to the customer(s) through for this ticket
Was this article helpful?