Ticket Management
What are tickets?
Section titled “What are tickets?”Tickets are trackable support cases that capture issues, requests, and inquiries within your organization. They can be created automatically by agents during support conversations or manually by team members through the admin panel or API. Each ticket maintains a full history of status changes, comments, and related events so nothing gets lost.
Key characteristics:
- Structured lifecycle — tickets follow a defined state machine from creation through resolution.
- Event history — every status change, comment, and assignment is recorded as an event.
- Agent integration — agents can create, update, and resolve tickets as part of their operating protocols.
Ticket list view
Section titled “Ticket list view”Navigate to Tickets to browse all tickets in your organization. The list view provides:
| Column | Description |
|---|---|
| Title | Short summary of the issue or request |
| Status | Current state in the ticket lifecycle |
| Assigned to | The team member or agent handling the ticket |
| Created | Timestamp when the ticket was opened |
| Updated | Timestamp of the most recent activity |
Use the status filter to narrow the list to specific states (e.g., show only open tickets) and the search field to find tickets by title or content.
Viewing ticket details
Section titled “Viewing ticket details”Click any ticket from the list to open its detail view. The detail page shows:
- Summary and description — the full text of the issue as reported.
- Current status — the ticket’s position in the lifecycle state machine.
- Assigned agent or member — who is currently responsible for the ticket.
- Event timeline — a chronological list of all events: status transitions, comments, tool calls, and metadata changes.
- Comments thread — all comments added by team members or agents, in order.
Ticket statuses
Section titled “Ticket statuses”Tickets follow a state machine that governs their lifecycle:
| Status | Description |
|---|---|
| Open | The ticket has been created and is awaiting attention |
| Pending | Work is in progress or the ticket is waiting for external input |
| Resolved | The issue has been addressed and a solution was provided |
| Closed | The ticket is finalized and no further action is expected |
The allowed transitions are:
Open → Pending → Resolved → Closed Pending → Open (reopen) Resolved → Open (reopen)Updating ticket status
Section titled “Updating ticket status”-
Open the ticket from the list view.
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Click the Status dropdown in the ticket header.
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Select the new status. Only valid transitions are shown based on the current state.
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Optionally add a comment explaining the status change.
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Click Save. The status change is recorded as an event in the ticket timeline.
Adding comments to tickets
Section titled “Adding comments to tickets”Comments provide a running conversation thread on each ticket. To add a comment:
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Open the ticket detail view.
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Scroll to the comments section at the bottom.
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Enter your comment in the text field.
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Click Add Comment. The comment appears in the timeline with your name and a timestamp.
Comments can be added by team members and by agents during automated workflows. All comments are preserved in the ticket’s event history.
Assigning tickets to team members
Section titled “Assigning tickets to team members”Tickets can be assigned to specific team members to clarify ownership and responsibility:
- Manual assignment — open the ticket and select a team member from the assignment dropdown.
- Agent assignment — agents can assign tickets to themselves or to specific team members as part of their operating protocol.
- Reassignment — change the assignee at any time by updating the assignment field. The previous and new assignee are both recorded in the event history.
Ticket metadata and event history
Section titled “Ticket metadata and event history”Every ticket maintains a detailed event history that records:
| Event type | Description |
|---|---|
| Status change | Transition from one status to another |
| Comment added | A new comment was posted to the ticket |
| Assignment change | The ticket was assigned or reassigned |
| Creation | The ticket was initially created (manually or by an agent) |
| Metadata update | Title, description, or other fields were modified |
The event history provides a complete audit trail and is visible in the ticket detail view as a chronological timeline.
Deleting tickets
Section titled “Deleting tickets”To delete a ticket, open its detail view and select Delete. Confirm the deletion when prompted. Consider closing a ticket instead of deleting it if you want to preserve the historical record.