Ticket System Overview

Tickets let you track customer issues that need more than a single conversation to resolve. Create tickets from conversations, via email, or manually.

Ticket properties

• Status — open, in progress, waiting on customer, resolved
• Priority — low, medium, high, urgent
• Category — classify tickets by topic
• Assignee — the agent responsible for the ticket
• Tags — additional labels for organization
• Internal notes — team-only comments and collaboration

Creating tickets

You can create tickets in several ways: from an active conversation (click "Create Ticket"), automatically via workflows, through the AI agent, or manually from the Tickets page.

SLA tracking

The ticket system includes SLA tracking so you can monitor response and resolution times against your service level targets. You can configure auto-resolution for pending tickets after a set period.