What’s the Difference Between a Conversation and a ‘Ticket’?

Conversations provide a more natural way of handling communication. Conversations provide a holistic view of who the Customer is, the Channels they use to communicate, and quickly seeing past Conversations. It is also comprised of Contacts and Messages that a Customer has with you.

A Contact is equivalent to one "ticket" (or case number) on legacy systems. If the Customer sends one email, one SMS, or one phone call, this would equal three separate tickets/case numbers. On other systems, these separate tickets/cases will need to be merged to track them, making it time-consuming to get a holistic view of your Customer inquiries.

With Gladly, a call, a chat, an email is collected under a single Conversation and is tracked directly from the Customer's Profile in the Conversation Timeline. This means you have a holistic view of all your Customer inquiries from a single location.