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Ticket Ownership

Ticket ownership establishes who is accountable for a parent ticket from handoff through resolution. It is separate from assignment, which identifies the agent currently working a ticket.

Use an owner when one person must retain control of the outcome while delegating specific tasks to other agents or teams through child tickets.

Ownership and Assignment​

An owner-controlled ticket can involve two kinds of responsibility:

ResponsibilityApplies toWhat it controls
OwnerThe parent ticketCreating child tickets and resolving the parent
AssigneeA parent, child, or interaction ticketWho is currently expected to work that ticket

The owner and assignee may be different agents. Ownership is not copied onto child or interaction tickets: each delegated ticket follows its own team and assignment rules.

What the Owner Controls​

Once a parent ticket has an owner:

  • Only that owner can create a child ticket from the objective library.
  • Only that owner can resolve the parent ticket, even if another agent is assigned to it.
  • Admins and super admins cannot override the owner to create a child or resolve the parent. They can change or remove the owner first when operational intervention is required.
  • API requests, the AI, background jobs, voice processing, tracking re-evaluation, customer resolve confirmation, and close-after-action automation cannot resolve the parent.
  • Automatic resolution and close-after-action choices are not offered for the owned parent.

When the owner explicitly resolves the parent, Flowcall resolves it immediately instead of starting the customer resolve-confirmation flow.

Delegating Work with Child Tickets​

The owner can create a child ticket to ask another agent or team for a specific response, approval, or action. Creating the child blocks the parent while the delegated work is open.

The child remains controlled by assignment:

  • The child’s assigned agent can resolve it and pass the response back to the parent.
  • Admins and super admins retain their resolution override for child and interaction tickets.
  • The parent owner cannot resolve the child unless they are also its assignee or an admin.
  • An agent who is merely involved in the child cannot resolve it; they must be its current assignee.

These rules also apply to bulk resolution. Flowcall checks the assignee when the import is submitted and checks it again when the background worker processes the row.

What Happens When a Child Finishes​

Resolving a child still saves its response, resolution, disposition, notes, SLA information, and activity normally.

  • If another previously created child remains, Flowcall activates the next child in sequence and keeps the parent blocked.
  • When the final child is resolved, Flowcall moves the parent to assigned, assigns it to its current owner, restarts its actionable SLA state, and records the hand-back in the timeline.
  • The AI does not resume, create another child, or auto-resolve the parent. The owner reviews the returned information and decides the next action.

The owner used for hand-back is read at completion time. If ownership changes while a child is open, the parent goes to the new owner. If ownership is removed before the final child completes, the parent follows the normal unowned flow and the AI may continue.

How Automation Behaves​

When automation tries to resolve an owned parent or create a child for it, Flowcall stops that operation and returns the ticket to the owner for action. The parent becomes actionable and assigned to the owner unless it must remain blocked for another open child.

This protection covers:

  • AI and workflow resolution or objective continuation
  • stale-timeout auto-resolution
  • order and tracking re-evaluation
  • voice-call auto-resolution
  • customer resolve-confirmation completion
  • execute-action choices that would close the ticket

Flowcall clears pending automatic-resolution state, preserves any drafted resolution or disposition for the owner to review, and adds a timeline entry explaining why owner action is required.

Normal lifecycle cleanup still applies. For example, explicitly closing or marking a ticket stale can close related child and interaction tickets according to the standard lifecycle rules.

Setting or Changing an Owner​

Set an owner from the ticket panel. Manual owner changes require Set / transfer / remove owner in the account role's Action access. Initial assignment also follows the existing agent-identity requirement for non-admins.

After an owner is set, the owner-management action permission is required in addition to these rules:

  • The current owner can change or remove ownership.
  • Admins and super admins can change or remove ownership.
  • Other agents cannot change ownership, even if they are currently assigned to the ticket.

Owner changes take effect immediately for future parent resolution, child creation, and final-child hand-back.

Tickets Without an Owner​

Manual resolution also requires Resolve ticket action access. The same action permission applies when resolving owned parents and delegated tickets.

Unowned parent tickets keep the standard behavior:

  • An admin or the assigned agent can resolve the parent.
  • AI and other automation can create child tickets or resolve the parent when the workflow allows it.
  • Customer resolve confirmation remains available when enabled.
  • After the final child is resolved, the parent returns to the normal workflow and the AI can resume.

Child and interaction tickets are delegated work whether or not their parent has an owner, so their actual assignee—or an admin—must resolve them.