Tickets

Tickets are support requests created during calls — for example when an agent uses a “create ticket” tool — surfaced here for your staff to triage. (Tickets are created by agents on calls, not manually from this page.)

Where: left nav → Tickets (/tickets).

Triage tickets

The top tiles show Open, In Progress, Resolved and Closed counts. Filter by Status and Priority; urgent and high-priority rows are highlighted.

Work a ticket

Click a ticket to open it. You’ll see the title, description and customer phone, plus a Workflow section where you:

1. Set the Status (Open / In Progress / Resolved / Closed).
2. Set the Priority.
3. Enter Assign To and internal Staff Notes.
4. Click Save Changes.

If the ticket came from a call, use View Related Call to open the call’s recording and transcript.