Tickets handed off and lost.
Field hands off to NOC. NOC hands off to billing. Customer waits. Ticket dies in the queue.
Sonar 2026 · BSS · Ticketing
TICKETS
Inbox to ticket. Account context loaded.
Ticket Categories, Inbound Mailboxes, Canned Replies, and Slack integration in one queue.
Tickets that stall become churn
Tickets that fall between teams cost more than tickets that get resolved fast.
Agents flipping tabs.
Every question needs another tool. Average handle time grows with every flip.
Email turning into chaos.
Support inboxes that nobody owns generate the angriest tickets.
Capabilities
Categorised. Routed.
Resolved with context.
Sonar's Ticketing module covers Categories, Inbound Mailboxes, Canned Replies, Parent Tickets, and Slack Integration so tickets land in the right queue with the right context.
Ticket Categories, Category Families, and Ticket Groups.
Ticket Categories and Category Families organise tickets for management and reporting. Ticket Groups assign tickets to teams with public or private visibility.
- Ticket Categories and Category Families
- Public and private Ticket Groups
- Reporting by category and group
Categories & Groups’s flow
From ticket arrived to assigned
- 01
Ticket created
Inbound issue captured into the system.
Ticketing - 02
Category applied
Ticket Category and Family selected.
Ticketing - 03
Group assigned
Ticket Group routes the ticket to the right team.
Ticketing - 04
Agent picks up
Ticket lands in the assigned queue.
Ticketing
From the operators
The fact that we could do service tickets as it's happening is huge.
Inside TICKETS
Tickets handed off and lost.
Frequently asked
Common questions about tickets.
- How does email become a ticket in Sonar?
- Inbound Mailboxes convert incoming emails directly into Sonar tickets, so support, billing, or sales inboxes all land in one queue, with Spam Management filtering suspected spam automatically.
- How are tickets organized and routed?
- Ticket Categories and Category Families organize tickets for reporting, and Ticket Groups assign them to teams with public or private visibility, so each ticket lands with the right context.
- Does Sonar integrate with Slack?
- Yes. The Slack integration posts ticket notifications to Slack channels in real time, so teams respond faster without living in the ticket queue.
- Can agents reuse common responses?
- Canned Replies are pre-written templates inserted into ticket replies, organized by category, which lowers average handle time on standard questions.
Industries that lean on this
Where TICKETS matters most.
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