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Ticket View

The Ticket View is where agents act on tickets. For the concepts behind a ticket — what one is, the statuses it moves through, and how it transitions — see Ticket Lifecycle.

Two Ways to View Tickets​

The information in the Inbox and in the Ticket View overlaps, but they exist for two different audiences (see Getting Started):

  • The Inbox lists customers and their conversations — for agents who talk to customers.
  • The Ticket View lists tickets with deep detail — for agents (often backend agents) who investigate and add input without messaging the customer.

The Ticket List​

The Tickets page shows a list of tickets with filters and saved views to focus the queue, such as:

  • All tickets
  • My tickets — tickets assigned to you
  • Unassigned tickets
  • Blocked tickets

Select a ticket to open the ticket panel — a single workspace with everything needed to investigate, respond, and resolve. The same panel appears whenever you open an active ticket, whether from the Ticket View or the Inbox. The sections below walk through what it offers.

Working an Open Ticket​

The actions you can perform depend on your account role's Action access, as well as the ticket's state, assignment, and ownership. Viewing a ticket does not automatically grant permission to change it.

Summary and Context​

The top of the panel orients you on the ticket at a glance:

  • Conversation summary — an AI-generated recap of what's happened so far, so you don't have to read the whole thread.
  • Highlights — the key facts the AI pulled out of the conversation, surfaced for quick scanning.
  • Info fields — the ticket fields captured for this ticket, shown with their values.
  • Tags — apply or change ticket tags from your configured tag set.

Alongside the panel you can also see customer detail (who they are, past and recent orders), the linked order detail, the full conversation (across every channel the customer used), and the customer history the AI has gathered.

Assignment​

  • Assignment — assign or reassign the ticket to an agent, route it to a team, or unassign it. Agents are filtered to those who can handle the ticket's channel; permission to assign, reassign, or unassign agents and teams is configured separately in Teams → Roles → Action access.

See Agent Assignment & Teams for how routing decides who is eligible and who gets a ticket.

Ownership​

Set a long-term owner (and owner team) separately from the current assignee. The panel records who set the owner. An owner controls who may create child tickets and resolve the parent, while child and interaction tickets remain delegated to their own assignees.

See Ticket Ownership for the complete permission model, child hand-back behavior, automation safeguards, and owner changes.

Child Tickets (Backend Work)​

A ticket can branch into child tickets — discrete pieces of backend work routed to a specific team or agent (see Child & Interaction Tickets). The active child ticket shows an objective: a question or parameter the agent needs to answer, with an optional hint and either free-text or selectable options.

  • Submit the response, optionally add a resolution, and choose whether to share the resolution with the customer (it appears to them as a note, reframed by the AI into your customer-facing voice).
  • Finish with Submit, or use the dropdown to choose Awaiting information — which keeps the child open instead of resolving it — or Snooze.
  • Child tickets can be assigned to their own agent or team independently of the parent.
  • When several are lined up, the panel shows a queue count ("X more in queue") and lists the queued child tickets.
  • You can add a child ticket manually from the objective library, optionally replacing or blocking the current one. If the parent has an owner, only that owner can add one.
  • Clear a backlog in one pass with Export Child Tickets / Import Resolutions — see Resolving many child tickets at once.

Interaction Tickets​

Interaction tickets are lightweight tickets that handle a customer who reaches out while a backend ticket of theirs is open (see Child & Interaction Tickets). Assign one to an agent and resolve it with an optional note; resolved interaction tickets stay listed for reference.

Awaiting Response and Snooze​

When you're waiting on the customer, mark the ticket as awaiting response in one of two modes:

  • Auto-resolve with CSAT — if the customer doesn't reply, the ticket resolves and a satisfaction survey is sent.
  • Auto-close — same idea, but closes without a CSAT survey.

The panel shows when the wait started and who set it, and lets you remove the awaiting status. Snooze pauses the ticket for a set number of hours. Starting awaiting response, removing awaiting status, and snoozing have separate action permissions. Existing ticket and assignment restrictions still apply.

Resolution and Execution​

The panel's tabs cover the two ways a ticket gets closed out:

  • Resolution — fill the disposition form (your ticket fields), enter a resolution, and resolve. Resolution is blocked — with the reason shown — while the ticket is still in progress (AI working), awaiting a response, has a pending child ticket, or you do not have permission. An unowned ticket can be resolved by its assignee or an admin; an owned parent can be resolved only by its owner.
  • Execution — run the actions configured on the ticket's workflow manually, and see who executed them.

Objectives, Notes, and Reference Panels​

  • Objectives form — capture structured objective responses, optionally guided by a copilot suggestion.
  • Notes — add internal notes, attach images, and optionally share a note with the customer.
  • Collapsible panels keep supporting detail one click away: Timeline (full ticket activity log), Order (order details, loaded on demand), Call Records (voice calls with direction, status, and duration), Email Threads (linked Gmail threads), and Details (raw payload fields).

Replying and Outreach​

From the bottom of the panel you can reach the customer directly:

  • Send Response — insert a canned response into the chat input.
  • Send Email — compose an email and link it to the ticket, available even for non-email tickets.
  • Call — start a voice call when calling is enabled, prompting for a number if none is on file.

Users with Mark stale / spam action access can mark a ticket as stale to close out work that's no longer relevant. Admins and Team Leads have this permission by default; the account can change access for non-admin roles.