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# 'Open Tickets' Smart Group

How can you easily identify which contacts have open [tickets](https://help.textit.com/en/article/adding-a-textit-ticketing-service-1x17pkr/) in order to follow up with them via a broadcast message or flow, add them to a group, or include & exclude them on [triggers](https://help.textit.com/en/article/group-inclusion-exclusion-on-triggers-1uai2ih/)? We've made it easy by creating a default Smart Group in your contacts called 'Open Tickets'. 

Within the Contacts tab, you'll see the **Open Tickets** Smart Group in the 'Groups' section:

![](https://storage.crisp.chat/users/helpdesk/website/-/7/a/9/f/7a9fc4558a9de000/screenshot-2026-08-10-at-09230_pldx44.png)

Click on 'Open Tickets' to view all contacts within the group:

![](https://storage.crisp.chat/users/helpdesk/website/-/7/a/9/f/7a9fc4558a9de000/screenshot-2026-08-10-at-09300_1m546bw.png)

### Including or Excluding the 'Open Tickets' Group on Triggers

With the 'Open Tickets' Smart Group, you can easily target the contacts you'd like to either include or exclude from [Triggers](https://help.nyaruka.com/en/article/introduction-to-triggers-1pm94xb/). In the example below, we're creating a trigger to start a flow in the future, but we do not want to start any contacts with open tickets. 

![](https://storage.crisp.chat/users/helpdesk/website/-/7/a/9/f/7a9fc4558a9de000/screenshot-2026-08-10-at-09403_ppve4u.png)
**Note:** it is advised to especially exclude the 'Open Ticket' group for [the keyword trigger](https://help.textit.com/en/article/creating-a-keyword-trigger-that-starts-a-flow-bpmhw0/) and ['Catch all messages that don't match any keywords' trigger.](https://help.textit.com/en/article/start-a-flow-after-receiving-a-message-that-doesnt-match-any-keywords-1y1ss8o/) This is to avoid any user's response to the agent, as a keyword trigger or a message that doesn't match any keywords. 

Within the group selected to receive the flow, only those contacts whose tickets have been closed will be started. 

Questions? Send us a message via the support widget to start a conversation.