Question 1

What are Tickets?

Accepted Answer

Tickets are issues or tasks that need follow-up. They can be created from phone calls, voice widgets, or text widgets when the AI needs human assistance.

Example scenarios:

Caller needs a callback from a manager
Complex issue requiring research
Request that needs human approval
Customer complaint that needs attention
Technical problem the AI couldn't solve

Question 2

How are tickets created?

Accepted Answer

Tickets can be created from Phone Call (AI creates ticket during or after a call), Text Widget (AI creates ticket during a website chat), Voice Widget (AI creates ticket during a website voice conversation), or Manual (staff creates a ticket from the dashboard). The AI collects the customer name and optionally email, creates the ticket with all details, and tells the customer their ticket number. The AI determines priority automatically.

Question 3

Where do I see my tickets?

Accepted Answer

Go to Tickets in the sidebar. The dashboard shows statistics including total ticket count, Open, In Progress, and Resolved counts, and Urgent and High priority counts. Filter by status to see All (full history), Open (need attention), In Progress (being worked on), or Resolved (completed). Click any ticket to see full details.

Question 4

What information is in a ticket?

Accepted Answer

Each ticket includes Issue Type (General, Technical, Billing, Feature Request, Complaint), Description (full details of the issue), Customer Info (name, phone, email if provided), Source (Call, Voice Widget, or Text Widget), Status (Open, In Progress, Resolved), Priority (Low, Medium, High, Urgent), Created By (the AI Agent that created it), and Call Duration (length of associated call).

Question 5

How do I update a ticket status?

Accepted Answer

Open the ticket, click on Status, and select the new status: Open (not yet started), In Progress (being worked on), or Resolved (issue handled). Status updates are automatically saved.

Question 6

Who handles tickets?

Accepted Answer

Tickets are created by AI Agents and can be managed by anyone with ticket access. Team members with ticket permissions can view ticket details and customer information, update ticket status, change priority level, and add notes for follow-up. They can view and update any ticket in the system.

Question 7

What are Recent Updates?

Accepted Answer

The Recent Updates tab shows activity on your tickets from AI-generated events: Note Added (new note added to ticket), Priority Escalated (priority was increased), Status Changed (ticket status was modified), and Resolved (ticket was completed). Unread updates show a badge count. Click to view details, then mark as read individually or all at once.

Question 8

How do I set ticket priority?

Accepted Answer

Click on the priority badge to change it. Priority levels are Low (green, not time-sensitive), Medium (yellow, normal priority and default), High (orange, needs attention soon), and Urgent (red, critical and needs immediate attention). The dashboard shows counts of Urgent and High priority tickets to help you focus on what matters most.

Question 9

What are Issue Types?

Accepted Answer

Issue Types categorize tickets for easier management: General Inquiry (questions and information requests), Technical Problem (bugs, errors, technical issues), Billing (payment, invoices, pricing questions), Feature Request (suggestions for new features), Complaint (customer dissatisfaction), and Other (anything that does not fit the above categories). AI Agents automatically categorize tickets when creating them.

Question 10

How do I create a ticket manually?

Accepted Answer

Go to Tickets and click Create Ticket. Fill in the form with optional Customer info (name, phone, email), Issue Type (General, Technical, Billing, Feature Request, Complaint, Other), Priority (Low, Medium, High, Urgent), and Description (details about the issue, required). Click Create.

Question 11

Can I filter and search tickets?

Accepted Answer

Yes. Use the filters at the top of the Tickets page to filter by Status (All, Open, In Progress, Resolved), Priority (All, Urgent, High, Medium, Low), Source (All, Call, Text Widget, Voice Widget), and free-text Search across all tickets. Filters combine together to narrow down your view.

Question 12

How does AI ticket lookup and follow-up work?

Accepted Answer

When Ticket Lookup is enabled in agent settings, the AI can look up existing tickets by asking the customer for their email (or phone number for calls), list multiple tickets with brief summaries if found, add follow-up notes to existing tickets with new information, and escalate priority if the issue has become more urgent. When Allow Resolution is also enabled, the AI can mark tickets as resolved only when the customer explicitly confirms their issue is fixed.

Question 13

How do I resolve a ticket?

Accepted Answer

When you have handled the issue, open the ticket, add a note explaining the resolution, and change the status to Resolved. Resolved tickets move to the Resolved tab and are kept for records.

Question 14

Can I reopen a resolved ticket?

Accepted Answer

Yes. If an issue comes back, find the ticket in the Resolved tab, open it, change the status back to Open or In Progress, and add a note explaining why it is being reopened.

Question 15

How long are tickets kept?

Accepted Answer

Ticket retention is custom based on your enterprise agreement. Standard retention is typically 1 year or more. Extended retention is available for compliance requirements. After the retention period, older tickets are automatically archived. Contact your account manager to adjust retention settings.

Question 16

Who can see and manage tickets?

Accepted Answer

Access depends on team permissions. No access means the team member cannot see Tickets at all. View permission allows seeing tickets but not editing. Edit permission allows updating status and adding notes. Full permission allows creating, deleting, and assigning tickets. Configure permissions in Settings, then Team.

Question 17

How do I get notified about tickets?

Accepted Answer

Go to Settings, then Notifications, and enable ticket notifications for new ticket created, ticket assigned to you, and ticket updated. Choose notification method: email or in-app notification. Team members receive notifications based on their individual settings.

Question 18

What ticket configuration options are available?

Accepted Answer

Configure per agent: Default Priority (Low, Medium, High, or Urgent for new tickets), Priority Keywords (words that auto-escalate priority when detected in conversation), Require Email (AI must collect and confirm email before creating a ticket), Ticket Lookup (AI can look up existing tickets by email or phone), Allow Resolution (AI can mark tickets resolved only when customer confirms, requires Ticket Lookup), and Auto-Suggest Ticket (AI offers to create a ticket after a configurable number of exchanges, default 5).