Create a ticket

Tickets help teams track:

• customer requests

• escalations

• unresolved issues

• follow-ups

• operational tasks

This makes support workflows easier to manage across AI and human teams.

Open the Tickets section

To create a ticket:

1. Open your AI Agent workspace

2. Go to Tickets

3. Click Create Ticket

This opens the ticket creation form.

Add ticket details

Inside the ticket form, you can configure:

• ticket title

• customer information

• category

• priority

• assignee

• subject

These fields help organize support requests more clearly.

Choose a ticket category

Categories help group similar support requests together.

Examples may include:

• Support Request

• Bug Report

• Feature Request

• Internal Task

Well-organized categories help teams manage workflows more efficiently.

Set ticket priority

Priorities help teams identify urgent requests faster.

Common priority levels may include:

• Low

• Medium

• High

Critical or time-sensitive issues are usually assigned higher priority levels.

Assign the ticket

Tickets can be assigned to teammates for ownership and follow-up.

Assignments help:

• prevent duplicate work

• improve accountability

• organize team workflows

This is especially useful for larger support teams.

Update the ticket status

When creating or managing tickets, you can update statuses such as:

• Open

• In Progress

• Pending

• Resolved

Statuses help teams track ticket progress clearly.

Use tickets with AI conversations

Tickets can work together with:

• Inbox conversations

• Human Handoff

• AI escalations

• support workflows

This creates a smoother transition between AI support and human assistance.

Manage tickets over time

As support workflows evolve, teams can:

• update statuses

• change assignees

• adjust priorities

• review ticket history

This helps maintain organized customer support operations.

Best practices for ticket creation

For better workflow management:

• use clear ticket titles

• assign priorities consistently

• avoid duplicate tickets

• update statuses regularly

Organized ticket systems usually improve response quality and operational visibility.

Next steps

• Use ticket statuses

• Understand ticket analytics

• Understand tickets