Guide
The Tickets app adds a full-page help desk on your website. Tickets use the same conversations as live chat in the admin panel — only the visitor UI differs (source tk).
Configure the panel under Settings → Tickets.
Embed on your website
Replace YOUR-BOT-URL with your Aysali Bot host (for example https://360-bot.aysali.com).
Dedicated tickets page (recommended)
Use tickets mode — do not load the popup chat script on the same page.
<script src="YOUR-BOT-URL/js/min/jquery.min.js"></script>
<script id="sbinit" src="YOUR-BOT-URL/js/main.js?mode=tickets"></script>Paste before </body> on the page where the portal should appear.
Target a container
<div id="sb-tickets" data-offset="80"></div>
<script src="YOUR-BOT-URL/js/min/jquery.min.js"></script>
<script id="sbinit" src="YOUR-BOT-URL/js/main.js?mode=tickets"></script>| Attribute | Purpose |
|---|---|
#sb-tickets | Mount point — without it, the panel attaches to <body> |
data-offset="80" | Height offset in pixels (header/footer clearance) |
Minimum desktop height is 450px. Adjust Panel height and Offset under Settings → Tickets.
Chat page → tickets mode
If the chat widget is already embedded, add before the chat scripts:
<script>var SB_TICKETS = true;</script>Do not use both ?mode=tickets and the popup chat embed on one page unless you intentionally switch modes this way.
If the panel does not appear
- Settings → Tickets → Manual initialization — must be off unless you initialize the widget yourself with custom JS.
- Settings → Chat → Manual initialization — same rule for mixed embeds.
- Confirm HTTPS on your site and correct YOUR-BOT-URL.
- Check office-hours / offline rules that hide the chat widget — they can affect loading.
Registration and first ticket
| Goal | Setting |
|---|---|
| Require login before tickets | Settings → Tickets → Require registration |
| Skip password on ticket signup | Disable password |
| Hide the “create first ticket” form | Enable Welcome message under Settings → Messages — delay is ignored; message sends immediately in tickets |
| Or use ticket-specific welcome | Settings → Tickets → Welcome message |
| Disable first-ticket form globally | Settings → Tickets → Disable features → First ticket form |
Per-page override (before the embed scripts):
<script>var SB_REGISTRATION_REQUIRED = false;</script>Overrides Require registration for that page only (true forces registration, false relaxes it).
Separate chat and tickets
Enable Do not show tickets in chat (Settings → Tickets) to hide ticket threads from the popup widget and chat threads from the tickets portal.
Admin behavior
- Create a ticket from admin: open a user → Start a conversation (ticket source).
- Most chat settings apply (messages, routing, departments, AI). Not compatible: dashboard panel, pop-up message, and some chat-only UI options.
- Disable chatbot on tickets: Settings → Artificial Intelligence → Disable for the tickets area.
Security
Settings → Tickets → reCaptcha — Google reCAPTCHA v3 (site key + secret).
Supports text formatting and merge fields in ticket welcome and emails.