Skip to main content

What Is a Ticket on Spur?

On Spur, a ticket is an open-to-close window inside a WhatsApp-style chat, automatically handled by bots, automations, or agents.

Updated yesterday

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.

Did this answer your question?