AI ticketing for small support teams,
opened by your chatbot
Your Heeya agent answers the questions your documents already cover. When a customer reports a real problem, it drafts a clean, structured ticket from the conversation. The customer checks it, adds photos if needed, and validates. You get it by email and follow it in a Tickets tab. No helpdesk to set up.
Tickets are included in the Premium plan. The free trial runs on Standard, so you can build and test your agent first.
Support assistant
Illustrative conversation
Ticket summary, check before validating
Cracked water tank on delivery, order 48213
The machine was delivered yesterday with a cracked water tank. It leaks from the bottom when filled.
Photos: 2 files added
What AI ticketing means here
"AI ticketing" covers two different jobs. In large IT and service desks, it usually means AI that sorts, routes and prioritizes tickets that already exist in a helpdesk. This page is about the other job: getting the ticket written in the first place, at the moment a customer describes a problem on your website.
Heeya is a website chatbot that answers from your own documents with retrieval-augmented generation. With the Tickets tool on, the same agent stops trying to answer when there is something to fix: it asks the questions you listed, then shows the customer a ticket summary drafted from the conversation. The customer validates it, and your team receives a ticket that is already complete instead of a vague "it doesn't work" email.
It is built for teams that handle support from a mailbox today, or that want fewer, better tickets. It is not a helpdesk: there is no shared queue, assignment or SLA. If you are weighing the two models, the helpdesk vs AI chatbot comparison covers that decision in depth.
How the chatbot opens a ticket
Four steps, from the first message to the ticket in your inbox. The customer stays in control of what is sent.
1. The customer reports a problem
The agent answers first
Questions your documents cover get an answer, not a ticket. When the visitor describes a breakdown, a bug, an incident or a complaint, the agent asks one or two questions at a time to get the details you require.
2. The agent proposes a ticket
A summary drafted from the chat
The widget shows a ticket summary: a short title, a factual description for your team, and the fields you defined, filled from the conversation. The agent is told never to invent a fact, so a value the customer never gave stays empty.
3. The customer validates
Checked, completed, with photos
The customer fills in what is missing, adds photos if you asked for them, and clicks Validate. "Edit" lets them say what to change in the chat, and the agent proposes a corrected ticket. No ticket exists until they validate.
4. Your team takes over
Email plus a Tickets tab
The ticket gets a number. You receive an email with the ticket, the conversation and the photos, then track it in the Tickets tab: open, in progress, closed, with an optional closing email to the customer.
What a ticket contains
You decide what a complete ticket looks like for your business. A new Tickets tool starts with three fields (name, email, problem description), and you edit them from the agent's Tools screen.
On every ticket
- A number, counted per agent, shown to the customer in the chat confirmation.
- A title and a summary written for your team: what happens, where, since when, what was already tried, any error message.
- Your fields, filled from the conversation and checked by the customer.
- The conversation it came from, readable next to the ticket in the dashboard.
- A status: open, in progress or closed.
What you can configure
- Up to 30 fields: short text, long text, email, phone, multiple choice, and files for photos (20 MB per file).
- Who can change each field: mark a field as editable by the customer, or keep the agent's wording. Empty required fields always stay editable.
- When to open a ticket: your own rules and the questions to ask first, such as an order number or a device model.
- Messages and emails: the notification address, the confirmation message in the chat, and a default closing email.
- Customer confirmation emails: a daily cap per agent, from 0 to 100.
Who it is for
A good fit when
- You run a small e-commerce store, a SaaS product or a service business, and support lives in a mailbox rather than a helpdesk.
- Incoming requests mix questions already answered in your docs and real problems that need a person.
- Your team loses time asking customers for the order number, the model or a photo before it can act.
- You want fewer, better tickets: one structured summary per problem instead of a long back-and-forth.
Look elsewhere when
- Several agents share a queue and need assignment, SLA timers and team reporting.
- Tickets must land in Zendesk, Freshdesk, Jira or another existing tool. Heeya does not sync tickets with them.
- You need to manage requests coming from email, phone or social media in one place. Heeya tickets come from the website chat.
- You need IT service management: incidents, assets and change requests for internal teams.
Chatbot with tickets vs full helpdesk
An honest comparison. Helpdesk features vary by vendor and plan, so the right column describes what a typical helpdesk offers, not a specific product.
| Heeya chatbot with Tickets | Full helpdesk | |
|---|---|---|
| Answers documented questions | Yes, from your documents and website pages | Through a help center, and an AI add-on on some plans |
| How a ticket is written | The agent drafts it from the chat, the customer validates it | The customer writes an email or fills in a form |
| Photos and files | Yes, with a file field | Yes |
| Statuses | Open, in progress, closed | Custom statuses and workflows |
| Assignment, SLA, shared queue | No | Yes |
| Channels | Website chat | Usually email, chat and more |
| Replying to the customer | From your own mailbox, plus an optional closing email | Threaded replies inside the tool |
| Pricing model | Flat monthly plan | Often per agent seat |
The two can also work side by side: the chatbot absorbs the documented questions and hands over complete tickets, while a helpdesk stays the place where a larger team organizes the work. For the volume side of that equation, see the ticket deflection playbook.
Plans and pricing
Tickets are included in the Premium plan at €99/month: 3 AI agents, 2,500 messages per month, every AI tool and a team workspace for 5 users. No per-ticket or per-conversation fees.
The Standard plan (€19/month) starts with a 7-day free trial, no credit card required. It does not include tickets, but it is the quickest way to load your documents and test the answers before you switch to Premium. Details are on the pricing page.
Start your 7-day free trialFAQ about the AI ticketing chatbot
What is an AI ticketing chatbot?
It is a website chatbot that answers what it can from your documents and, when a customer reports a real problem, turns the conversation into a support ticket. With Heeya, the agent drafts the ticket (title, summary, the fields you defined), the customer checks and validates it in the chat, and your team receives it by email and in the Tickets tab.
Does the chatbot open a ticket for every conversation?
No. The agent is instructed to propose a ticket only when the visitor reports a concrete problem to handle, such as a breakdown, a bug, an incident or a complaint, and never for a greeting or a question it can answer. You can add your own opening rules. Nothing is created until the visitor validates the proposal.
Can customers attach photos to a ticket?
Yes, if you add a file field to the ticket. The visitor adds the photos in the ticket summary before validating, up to 20 MB per file. They are sent with the email you receive and stay attached to the ticket in the dashboard.
Does Heeya sync tickets with Zendesk, Freshdesk or Jira?
No. Tickets live in Heeya: you get them by email and track them in the Tickets tab of the agent. There is no synchronization with Zendesk, Freshdesk, Jira or another helpdesk, and no assignment, SLA or shared queue. If your team already works in a helpdesk, keep it.
Does the customer get a ticket number?
Yes. Each validated ticket gets a number, counted per agent, shown in the chat confirmation. If the customer gave an email address, they also receive a confirmation email with that number. Those emails are capped per agent per day, a limit you set between 0 and 100 (50 by default).
How do I close a ticket and tell the customer?
In the Tickets tab, set the status to open, in progress or closed. When you close a ticket that has the customer's email, you can send them a closing email. Its text comes from a default message you write once and can edit each time.
Which plan includes tickets?
Tickets are included in the Premium plan at 99 euros per month, with 3 AI agents and 2,500 messages per month. The Standard plan at 19 euros per month, which comes with a 7-day free trial without a credit card, does not include tickets.
Related reading
The wider support picture: the customer service chatbot, the helpdesk decision, and how retrieval keeps answers grounded.
Solution
AI customer service chatbot
The broader support use case: answering customers around the clock from your documents.
Comparison
Helpdesk vs AI chatbot for e-commerce
When a helpdesk earns its cost, when a chatbot is enough, and how the two combine.
Architecture
RAG for customer service
How retrieval-backed support works, and the escalation patterns around it.
Let the chatbot answer, and write the tickets it cannot close
Create your agent, load your documents and test the answers during the free trial. Switch on Tickets with Premium when you are ready.
