Tickets

Tickets are the primary unit of follow-up work in the Help Desk. When an AI agent escalates a conversation it cannot resolve, a ticket is created automatically and linked to that conversation. Human agents then use tickets to track what needs to happen, who is responsible, and whether the work is waiting on your team or the customer.

What a ticket is

A ticket is a discrete work item attached to one or more conversations. It gives the escalated issue a stable identity — a number, a subject, a status, and an owner — that persists independently of the conversation thread. Multiple conversations can feed into the same ticket when the same issue spans several interactions.

Tickets are created automatically every time a conversation is escalated. If your team does not use tickets as part of your workflow, you can safely ignore them — they do not affect conversation handling. However, many teams find tickets useful for tracking follow-up work, assigning ownership, and measuring resolution time separately from the conversation itself.

Ticket fields

Each ticket carries the following information:

• Number — an auto-incrementing integer unique within your workspace, used as a short human-readable reference (for example, #42)
• Subject — the title of the ticket, describing the issue in a few words
• Content — the full description or body of the ticket
• Summary — a brief AI-generated summary of the escalation context
• Status — the current state of work (see below)
• Priority — a numeric level from 1 (lowest) to 5 (highest/urgent) indicating urgency
• Assignee — the human agent responsible for resolving the ticket
• Tags — free-form labels for categorization and filtering
• Label / Sublabel — structured topic classifications (for example, Billing > Refund)
• Linked conversation — the parent conversation that triggered the escalation
• Associated conversations — additional conversations grouped under this ticket for multi-thread issues

Ticket statuses

Tickets move through the following statuses as work progresses:

• Open — the ticket is active and waiting for an agent to act
• Waiting on Agent — the ticket is awaiting action from your team
• Waiting on Contact — the ticket is awaiting a response or information from the customer
• Completed — the ticket is resolved and no further action is needed
• Archived — the ticket has been removed from active views but is retained for history

Priority levels

Priority runs from 1 to 5:

• 1 — lowest priority, no time pressure
• 2 — low
• 3 — medium, the default for most escalations
• 4 — high
• 5 — urgent, requires immediate attention

Higher-priority tickets surface first in sorted views and can trigger SLA policies.

Ticket detail panel

Clicking a ticket anywhere in the board or list opens the detail panel on the right side of the screen. The panel is organized into sections:

• Controls — dropdowns to change the status, priority, and assignee. Changes take effect immediately.
• Description — the full ticket content. Click Edit to update it inline.
• Classification — the topic, intent, source (AI-escalated or human-created), and short reference number.
• Linked Conversations — a list of all conversations attached to this ticket. Click any conversation to open it. AI-handled conversations show a bot icon; human conversations show a message icon.
• External Sync — shows whether the ticket is synced to an external platform such as Zendesk, Gorgias, or Kustomer. When synced, the panel displays the external platform name, the remote ticket ID, and the time of the last sync. When not connected, it shows “Not connected to external system.”
• Activity — a chronological feed of everything that has happened on the ticket:
  • Created — when the ticket was opened
  • Status change — each time the status was updated, with the old and new values
  • Assigned — when the ticket was assigned or reassigned
  • Comment — notes left by agents
  • Escalated — when a conversation was escalated and triggered this ticket
  • Synced — when the ticket was pushed to or pulled from an external system
  • Priority change — when the priority level was updated

To leave a comment, type in the comment box at the top of the Activity section and click Comment.

Board and list views

Tickets appear in either a board view (kanban columns by status) or a list view (rows in a table). Toggle between views using the button in the toolbar.

The toolbar above the ticket list gives you several controls:

• Search — filter tickets by subject or content as you type
• Filter — open the filter popover to narrow tickets by status, priority, assignee, team, topic, intent, source, sync status, or date range
• Active filter chips — each active filter appears as a chip below the toolbar; click the chip to remove that filter, or click Clear all to reset everything
• Ticket count — the number of tickets matching your current filters

Snoozing a ticket

If a ticket does not need immediate attention, you can snooze it to make it disappear from active views and reappear at a later time. Snoozed tickets are collected in the Snoozed view under the Tickets section of the sidebar. When the snooze time passes, the ticket becomes active again.

Bulk actions

To act on multiple tickets at once, select them using the checkboxes in the list view. With tickets selected, the bulk action bar appears with the following options:

• Complete — mark all selected tickets as completed
• Incomplete — move all selected tickets back to an open state
• Delete — permanently delete all selected tickets

Use bulk actions to clear out resolved work quickly or to reassign a batch of tickets.

External sync

Tickets created in or synced with external platforms store a remote ID (the identifier used by the external system) and a remote platform name (for example, zendesk, gorgias, or kustomer). The External Sync section of the ticket detail panel shows both values and the time of the last sync. This lets you trace a ticket back to its origin in the external system or check whether an update has been pushed.

Next steps

• Conversation Handling — understanding the conversations that feed into tickets
• Inbox & Views — filtering and organizing your ticket queue
• SLA Policies — setting deadlines that apply to tickets
• Routing & Assignment — controlling which agents receive escalations