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Tickets are how work items from your conversations — bug reports, callbacks, escalations — get tracked to resolution. This page covers the day-to-day workflow: finding and updating tickets on the Tickets page, working a ticket in the detail sidebar, and understanding the four ways tickets appear in your queue. It also covers the admin side: defining ticket types and their custom fields. Open Tickets in the sidebar to get started. Access requires the Manage Tickets permission — see Roles & Permissions.

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The ticket list

The Tickets page shows every ticket in your team, 50 per page. When tickets are assigned to you and not yet closed, a blue pill at the top reads “You have N ticket(s) to resolve” — that’s your personal queue at a glance. The Tickets page with the search box, status, assignee, and date-range filters above the ticket table, and Export CSV at the bottom To find a ticket, use the search box (“Search by ticket ID or title or contact…”) or narrow the list with filters: The table shows ID, Contact (name plus phone or email), Title, Status, Assignee, and Created. You don’t need to open a ticket for routine triage: Status and Assignee are editable inline, straight from the table. Click any row to open the ticket’s detail sidebar. To pull tickets into a spreadsheet, use the Export CSV dropdown — Export Current Page or Export All Data. Exports are queued and delivered by email (“Export queued successfully. You will receive an email when ready.”), so large exports don’t block your browser.

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Ticket statuses

Every ticket is in exactly one of three statuses: One rule to know: if a ticket’s type has Allow Reopen turned off, a closed ticket is locked — you can’t change its status or assignee, and the app rejects the attempt with “Cannot modify closed ticket - reopening is not allowed”. Only close a ticket on a no-reopen type when you’re sure it’s done; otherwise the fix is a new ticket.

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Working a ticket

Clicking a row opens a right sidebar titled “Ticket” followed by its ID, laid out in two columns. Left column — context and triage:
  • A contact card with the contact’s name (linked to their contact record), email, and phone.
  • The ticket’s type badge.
  • Where the ticket came from: tickets created from a chat show the agent link, a View in Inbox link to the originating thread, and the conversation’s fields; tickets created from a call show a View Call Details link.
  • Status and Assigned to selects — the same controls as the inline table edits.
Right column — the ticket’s content:
  • Title and Description are click-to-edit (“Click to add a description…”). Click the text, type, done.
  • The type’s Custom Fields, editable inline: text and number fields as inputs, boolean fields as a Yes/No switch.
Below, two activity tabs:
  • Comments — a “Leave a comment…” box; press Enter to submit. Use comments for the human trail: what you tried, what you’re waiting on, why you closed it.
  • History — an automatic audit log: creation, status changes, assignments and unassignments, closes and reopens, plus per-field diffs showing the old and new values. Actions taken by AI agents or automation appear as “System”.
The History tab is the fastest way to answer “who changed this and when” — you never need to reconstruct it from comments.

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How tickets get created

Tickets enter the system four ways.

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1. Manually

Click Create Ticket at the top right of the list. The dialog asks for: Below these, the dialog shows the selected type’s custom fields — required ones must be filled before you can submit. On success you’ll see the toast “Ticket {ID} created successfully”.

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2. By your AI agents

Chat and voice agents equipped with the Create Ticket preset tool (“Automatically create tickets from conversations”) file tickets on their own mid-conversation — see Voice Agent Tools for attaching it to a voice agent. The tool deduplicates per conversation: if an open ticket already exists for the same conversation, the agent updates that ticket instead of creating a duplicate. A new ticket is only created once the previous one is closed. So a long back-and-forth produces one evolving ticket, not a pile of near-identical ones.

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3. By automation rules

Automation rules can include a Create Ticket action, so tickets get filed whenever a rule’s conditions match — no human or agent in the loop. See Creating Automation Rules.

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4. Auto-assignment

Strictly speaking this is how tickets get assigned, not created — but it’s why AI- and automation-created tickets often arrive in someone’s queue already owned. When a ticket is created by an AI agent or an automation rule with no assignee, the routing engine picks an available human agent — preferring whoever handled the same contact in the last 24 hours, then applying your routing rules, and falling back to the least-loaded agent. It honors your routing configuration in Settings → Routing; the preset rules include a Ticket Distribution cap (“Maximum per agent: N tickets”) — once an agent hits the cap, they stop receiving new tickets until their load drops.

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Configuring ticket types

Every ticket belongs to a type — Bug Report, Callback Request, Refund — and the type controls the ticket’s ID prefix, starting status, reopen behavior, and custom fields. Types live in Settings → Ticket Types. The Ticket Types settings page with the Add Ticket Type button Each type’s card shows its name, ID-prefix chip, description, default-status badge, and Active/Inactive and Can Reopen/No Reopen indicators; the row menu offers Edit, Configure Fields, and Delete.

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Creating a type

Click Add Ticket Type:

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Custom fields

Configure Fields on a type defines the structured data its tickets carry — the fields that show in the ticket detail’s right column and in the Create Ticket dialog. Deleting a type or a field asks for confirmation with “This action cannot be undone.” Prefer deactivating a type over deleting it when it has history you may need.

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What’s Next