Everything should be a ticket.
Conversations should be tickets.
Calls should be tickets.
I’ve never seen a platform in which there is a type of support request (a term I’ve been forced to coin) other than TICKET, and it makes no sense. It doesn’t help us organize anything any better, it makes configuration exponentially more complicated, and it makes reporting it’s own little nightmare.
I see absolutely no benefit to having these extra categories of what I’ve been forced to call support requests (because if I call them ‘tickets,’ then I’m excluding conversations & calls).
Lose the distinction between tickets, conversations, and calls (make ‘call’ & ‘chat’ attributes of tickets, not objects that are separate from tickets).
Call everything a ticket.