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Tickets & Disposition

Disposition is how a resolved conversation gets classified — the structured record of what the ticket was about and how it ended. That record drives your reporting, routing, and any downstream sync to another system. The Copilot configures the form agents fill, what runs when a ticket closes, and how flows pre-fill the form automatically.

Why disposition matters​

Every closed ticket carries a set of field values — category, reason, outcome, and any custom fields you define. Getting this right means your Insights reflect reality, tickets route to the right place, and closures can trigger the correct follow-up action. The Copilot helps you shape the form, keep it consistent, and reduce how much agents have to fill in by hand.

Global disposition form​

The shared set of disposition fields every ticket uses — the schema, how fields autofill from the conversation, and the on-closure actions that run when a ticket is resolved.

"Add a refund reason dropdown to the disposition form." "Make the root cause field autofill from the conversation." "Run an execute action to sync the ticket to Freshdesk on closure." "Add a required resolution type field with options resolved, escalated, and duplicate." "Route premium-tier customers to the VIP team."

Autofill lets the AI populate a field from what happened in the conversation, so agents confirm rather than type. On-closure actions let a resolved ticket trigger real work — syncing to a CRM, firing a webhook, creating a downstream record. Team routing assigns new tickets to a specific team based on a category field's autofilled value (for example a customer-tier data point) instead of the account's default team — and if the target team doesn't exist yet, saving the draft creates it.

For setup steps, mapping examples, routing priority, and when the data must be available, see Route tickets to a team from a data point.

Flow disposition presets​

The field values that get set automatically when a specific flow runs. Presets are how you keep classification consistent without relying on agents to remember — when the cancellation flow handles a ticket, its category is already correct.

"When the cancellation flow runs, preset the category to Order → Cancel." "For the warranty flow, preset the issue type to Warranty claim and mark it for the returns team."

Presets fit into a flow's completion behavior, so they apply as the flow resolves the ticket. If you're building the flow itself, you can ask for its presets in the same request.

Customer request objectives​

Objectives agents can pick from Request from customer on a ticket — the AI asks the customer on WhatsApp or email, reads the reply, and returns the ticket to the queue with the answer. See Request information from the customer.

"Let technicians ask the customer for a new visit date when a job needs rescheduling." "Make the delivery address requestable from tickets, using the info_request template." "Change the reschedule date request to time out after 48 hours and close the ticket."

The Copilot picks the answer type (a visit day becomes a date, which must be in the future), writes how to ask, and only uses your approved WhatsApp templates, filling the template variables in order. When no template fits it says so, because without one WhatsApp requests only reach customers who wrote in the last 24 hours. Updating an existing objective keeps everything else on it.

Getting it right​

  • Define the field before you preset it. A preset sets a value on an existing disposition field, so add the field to the global form first (or ask for both together).
  • Say whether a field is required and whether it autofills — that changes how much agents have to do at closure.
  • Name the exact flow a preset should apply to, and the exact option value it should set.