Use Tickets to track customer issues that need investigation, a named owner, or follow-up beyond a single conversation. This is your workspace's customer-support queue. Creating a ticket here does not send a request to Momo's platform support team.
For example, an agent handling a missing-delivery complaint can record the order reference, assign a colleague to investigate, add internal findings, and keep the resolution beside the customer details.
Create a useful record
You need ticket viewing permission to open the queue. Creating tickets and adding replies require create permission; managing details, assigning people, and deleting records have separate permissions. Customer messaging also depends on a usable connected conversation.
- Open Tickets. Search the subject, ticket number, customer, email, or phone first, then select Apply to avoid duplicating an existing issue.
- Select Create Ticket. Write a specific Subject, such as “Order 248: delivery missing after promised date.”
- In Description, record what happened, relevant references, checks already completed, and the next action needed.
- Choose Priority and Channel. The channel records where the issue came from; choosing Email or WhatsApp does not connect a delivery account.
- Complete Customer Information with the available name, email, phone, and company. Choose Assign to and relevant Labels, then select Create Ticket.
- Open the saved ticket and check its customer, owner, and description before continuing.
For a complaint already in Inbox, use the conversation's Tickets area and New or Create first ticket. Creating from the conversation preserves that context. Open the full ticket page when you need its complete controls and history.
Assign the next action
On the detail page, use Assignee to select a team member. Assigning an existing open ticket moves it to In Progress. Check Priority and add labels that help your team recognize the issue, such as delivery or account access.
Use Internal Note for investigation details and colleague instructions, then select Add Note. Type @ and choose a teammate to mention them. Notes remain visible to the team; they are not customer messages.
A useful note says who will do what next: “Confirm dispatch with the warehouse, then update the customer with the tracking reference.” Record any agreed follow-up time in the note and include it in your team's review routine.
Handle customer replies carefully
The composer offers Reply to Customer with SMS, WhatsApp, or Email choices based on the contact details. In the current implementation, sending requires both a customer phone number and a linked conversation, and delivery follows that conversation's channel. Choosing a different composer channel does not switch the conversation's delivery account.
For a standalone ticket or an email-only customer, use internal notes and contact the customer through an appropriate Inbox conversation. When using a ticket reply, check the linked conversation afterward to confirm the outbound message and its delivery state.
A saved reply and the First reply timestamp do not prove delivery. The timestamp records the first non-internal reply, even when an outbound send could not complete.
Review, resolve, and reopen
Use Waiting when progress depends on information or an outside action. Add a note explaining the dependency so another teammate can continue the work.
When the issue is resolved, record the outcome and choose Resolved. Use Closed when your team has finished its handling. If work resumes, select Open or In Progress; reopening clears the previous resolved and closed timestamps.
Review the queue by status and priority, and use Reset to clear filters when a ticket appears missing. If assignment or status controls are unavailable, check your role permissions. For failed customer contact, inspect the linked chat, customer phone, channel connection, and any applicable reply-window restriction before sending again.
Use a handover note another person can act on
A good ticket update separates the customer's report from verified findings. For example: “Customer reports a missing parcel. Dispatch reference checked; carrier confirmation still pending. Amina will contact dispatch and update the linked chat this afternoon.” Use an actual deadline only after the owner accepts it.
Keep the order or payment reference in the ticket and avoid copying an entire conversation when a short summary and link provide enough context. This makes the record easier to scan during a busy shift.
At handover, review tickets in Waiting as well as In Progress. Waiting means a dependency exists; it does not mean the customer no longer needs an update. Confirm that the next owner can open the linked conversation and has permission to contact the customer.
Before resolving, record the verified outcome and any remaining instruction. If the customer raises a new issue later, decide whether it belongs to the same investigation or needs a separate ticket with its own owner and history.