Working Tickets

This is the day-to-day guide for support staff. It covers the ticket queue, the ticket workspace, replying, moving tickets through their lifecycle, and using the AI assist tools.

Open Helpdesk → Tickets to start.

The Ticket Queue

The queue is your list of tickets. It uses the same saved-view tools as the rest of the CRM:

Scope tabs — All tickets, My tickets (assigned to you), and Unassigned (the triage pile).
Filters, sort, and columns — build a view by any field (status, priority, channel, SLA due date, tag, and more), then save it for reuse.
Search — free-text across subject and description.

Each row shows the ticket number, subject, requester, status, priority, an SLA chip, assignee, channel, and timestamps. Click a row to open the ticket.

Reading the SLA Chip

Green "Xh left" — on track, plenty of time
Amber — approaching the due time (at risk)
"SLA breached" — a target was missed
"SLA paused" — the clock is stopped because the ticket is waiting on the customer

The Ticket Workspace

Opening a ticket shows the conversation in the center and a context rail on the right.

The Conversation Thread

Every entry is clearly attributed:

Customer messages — what the requester sent
Agent messages — replies from your team
AI messages — replies written by an AI agent, always labeled
Internal notes — staff-only, shown with a lock and never visible to the customer
System events — status changes, assignments, merges (shown as thin timeline dividers)

The Composer

At the bottom, choose the mode before you write:

Public reply — goes to the customer (in the portal and by email)
Internal note — staff-only; use it for context, hand-offs, and decisions

Then type and send. Draft with AI (see below) can write a first draft for you.

The Context Rail

Properties — change status, priority, type, portal visibility, and assignee inline
Requester — the customer's contact record and company (click through to the CRM)
AI insights — the triage summary and suggestions (see below)
Origin — links back to the chat, call, or email the ticket came from
Tags and linked tickets

The Status Lifecycle

Ticket status lifecycle: New, Open, Pending (customer or internal), Escalated, Solved, and Closed — with a customer reply reopening a solved ticket.

Move a ticket through its states from the Status control:

Status	Meaning
New	Created, not yet picked up
Open	Someone is actively working it
Pending customer	Waiting on the customer (SLA clock pauses)
Pending internal	Waiting on another team, vendor, or approval
Escalated	Handed to a senior/specialist, or the customer asked for a human
Solved	Resolution provided; the customer is invited to rate it
Closed	Finalized (happens automatically a set number of days after Solved)

Some transitions happen for you: a staff public reply moves a ticket to Pending customer; a customer reply on a Solved ticket reopens it. A Closed ticket can only be reopened, not edited.

Assigning

Use the Assignee picker in the Properties rail, or the Assign action, to give a ticket to yourself or a teammate. Assigning a new ticket moves it to Open and sends the assignee an in-app notification. Tickets can also be routed to a team and auto-assigned — see Teams & Routing.

Priority and Type

Priority — Low, Normal, High, Urgent. Changing priority recomputes the SLA targets from now.
Type — Question, Incident, Problem, Task, Feature request, Billing, Bug. Type can drive routing and reporting.

Merging and Linking

Merge a duplicate into the ticket you want to keep — the source is closed and pointed at the target, and both threads record it.
Link related tickets so they reference each other without merging.

AI Assist

AI insights (context rail) — on every new ticket, AI triage adds a summary, detected sentiment, a suggested priority and type (with one-click Apply), missing-info questions, similar tickets, and relevant knowledge-base articles. Click Re-run triage any time.
Draft with AI (composer) — generates a suggested public reply grounded in the thread and the suggested articles. It always lands in the composer for you to review and edit before sending — the AI never sends on its own from here.

See AI & Governance for how autonomous AI actions are controlled.

Creating Related Work

Use Create task on a ticket to spin off follow-up work (e.g. "call the customer back Thursday"). The task is linked to the ticket so the connection is never lost.