Skip to main content
A ticket is a support conversation with a customer. Theymes records who the customer is, which channel they used, and whether that identity was confirmed.

​
Who the customer is

A ticket needs a customer identifier, an email address, or both. It cannot be created without one of those. The same email address can belong to two customers. A ticket that only has that email stays separate from a customer who also has an identifier.

​
Channels

​
Device

The SDK stores a device identifier on the device. Chat tickets use that device identifier when customer verification is not enabled, so the customer sees those tickets only on that device.

​
Customer verification

Customer verification answers a different question from which channel was used: can you trust the customer identifier on the ticket? Customer verification is a confirmation your app sends with the customer identifier, and optionally their email and other details. Theymes checks that confirmation.
  • With customer verification, the customer identifier can be trusted. The customer can also see their in-app chat tickets across all devices.
  • Without customer verification, the customer identifier cannot be trusted and chat tickets stay on the device that created them. You can allow or block customers who contact support without customer verification in your app settings. That block does not apply to customers who have no identifier and contact support via email.
  • A customer identifier confirmed with customer verification can still have a different email on the ticket, for example when the customer types an email into a form. Customer verification still applies to the identifier. That email is not the confirmed one.
Set this up with the customer verification guide. Email verification is separate. It currently only applies on the web support portal, when a logged-in customer creates a ticket with the same email they logged in with. Read verified email tickets for when that happens and which tickets the logged-in customer can see.