Understanding Tickets on Spur
On Spur, the idea of a “ticket” is quite different from what you’d find in traditional ticketing tools. We don’t create separate threads or cases for every issue—instead, everything happens inside one ongoing WhatsApp-style chat with the customer.
A ticket is essentially a time window:
From the moment an issue is opened—whether by automation, a bot, or a human—until it is marked as closed, that entire interaction period is treated as a single ticket.
You’ll see clear stamps in the chat log:
“Ticket opened by X”
“Ticket closed by X”
“Assigned to X”
“Unassigned”
Each time a new issue arises, and a new open-to-close cycle begins, that’s a new ticket. But the chat history continues as one long, flowing conversation, no matter how many tickets have been raised in that thread.
Why It Feels Different
This isn’t a folder system where you have Ticket #124 for Jan 29 and Ticket #125 for Feb 2. Instead:
You can scroll up in the chat with a customer and see all historical tickets—sometimes even 20+ in a single thread (given that you've had a long conversation history with them of course).
Tickets are separated by timestamps and status updates in the conversation view, not by folder or case numbers.
If a customer raised an issue on Jan 29 and it got resolved by Feb 2, that entire duration of 4 days is one ticket.
But if, during that same span, the customer faced another issue that got solved in 4 hours, that’s a separate ticket too—although because it came up as a secondary query during an ongoing and open ticket, it will just have to be counted within the original query that took 4 days to resolve.
Who Can Open, Close, or Assign a Ticket?
Tickets can be opened or closed by:
The AI bot: if it reaches a stage where it can’t help further.
An automation: based on trigger logic or conditions in your flow.
A human agent: when taking over or finishing up a conversation.
Ticket assignment can happen:
Automatically via automation (default assignee, round-robin, etc.)
Manually by a human who wants to take over or assign to someone else.
By the bot in escalation moments where a handoff is needed.
This flexible system ensures that issues are tagged and organized without interrupting the natural flow of a WhatsApp-like conversation.
Can I Search for a Specific Ticket?
Because tickets live inside the full conversation thread, you don’t retrieve them by ticket number or ticket ID. Instead:
You scroll back in the chat with that customer.
Look for the “ticket opened” / “ticket closed” markers to find ticket durations.
Timelines may overlap: for example, one ticket may span 5 days, and within it, a second ticket around a different query may have begun and ended in just 4 hours.
This makes Spur especially suited for fast-moving, relationship-driven support—where the whole customer history matters, not just isolated tickets.
Summary
A ticket is a span of time, not a separate folder.
Tickets are opened and closed inside the same continuous chat thread.
Assignments and handoffs are done by automation, bot, or agents.
You see tickets through timestamps and chat flow, but you can see the count in the dashboard as well for a given period of time that you get to define.
Want to see this in action? Just scroll through a customer’s conversation on Spur. You’ll spot the full customer journey—ticket by ticket—right inside the chat.