Ticketing
Turn escalations into owned, trackable support tickets — with assignment, statuses, private notes, and working hours.
Ticketing#
When a conversation needs real human ownership — a complaint, a billing problem, a request the AI can't resolve — Ticketing turns it into a ticket: a work item with an owner, a status, and a history your team can manage to resolution. Find the queue under Activity → Tickets.
Procedures still handle normal customer processes, such as a quote, booking, payment, or follow-up. Use a ticket when a person should own the case. Turning the tool on does not by itself prove a ticket was created or resolved.
Ticketing follows your plan. If the page is locked, compare plans under project Settings → Plans. You can hide Tickets later with Sidebar visibility on the agent's Settings → General page.
Turning It On#
| Piece | Where | What it does |
|---|---|---|
| Capability | Agent Studio → Tools → Ticketing | Lets the team use tickets |
| Use tickets | Settings → Tickets | Turns new tickets on or off for this agent |
| Queue | Activity → Tickets | Where the team works tickets that already exist |
The Tickets Queue#
The workspace organizes tickets into views so everyone knows what's theirs:
| View | Shows |
|---|---|
| Inbox | Open tickets assigned to you or to a team you belong to |
| Mentions | Open tickets where a private note mentions you |
| Unassigned | Open tickets with no person owner yet |
| All | Every ticket, across owners and statuses |
| Solved | Tickets marked solved or closed |
Each ticket has a status (open, pending, waiting on customer, waiting on team, solved, closed) and a priority (low, normal, high, urgent).
Inside a ticket you can:
- Read the full conversation timeline
- See linked context that led to the ticket
- Reply to the customer on their original channel
- Leave private notes and @mention teammates
- Assign or reassign, change status and priority, and add labels
- Pause or resume the AI for that conversation
How Tickets Get Created#
Open Settings → Tickets and choose how new tickets are created:
| Mode | What happens |
|---|---|
| Manual | Your team opens a ticket from Activity when they need one |
| Automatic | AlonChat can open or reuse a ticket from a matching conversation or email |
Automatic mode adds an Automatic rules tab. The built-in signals are Human request, Unresolved issue, Billing or account, and Urgent or upset. Add a short Custom rule for a business exception, and optionally Pause AI when a ticket is created.
With manage access to Ticketing, use New ticket for a title, description, priority, and assignment. View-only access can read tickets but cannot change them.
Settings#
Open Settings → Tickets. People with manage access to Settings can change these. Working a ticket does not include permission to change routing.
| Tab | What you configure |
|---|---|
| Automatic rules | Shown only in Automatic mode. Which signals create a ticket, and whether AI pauses |
| Team & routing | Default team for new tickets and how work is assigned |
| Schedule | Working hours, days, and timezone so routing respects office hours |
| Customer updates | How customers are kept informed while a ticket is open |
| Email intake | Forwarding address, drafts, and when email becomes a ticket |
How Ticketing Fits With Activity#
| Surface | What it's for |
|---|---|
| Activity | The live customer conversation and quick human takeover |
| Escalations | Rules that notify, pause AI, or flag work for people |
| Ticket | A human-owned support case with assignment, status, and notes |
Use the Activity Inbox for the conversation. Use a ticket when the issue needs ownership and tracking until it's solved. An open ticket becomes the ownership authority for its linked Inbox conversation.
Best Practices#
- Describe escalation in plain language — tell the rule exactly what deserves a ticket.
- Set a default team so nothing lands unassigned.
- Keep working hours current so after-hours tickets route correctly.
- Use private notes and mentions to coordinate without messaging the customer.
Related Pages#
- Activity — where conversations and escalations surface
- Escalations — rules that decide what gets escalated
- Teams & Members — who can be assigned tickets