Tickets and the queue

Your views

• All unsolved. Every ticket that isn’t solved or closed.
• Needs your approval. Tickets where the agent is waiting for a person to approve an action.
• Handed off by AI. Tickets the agent passed to your team.
• Assigned to you. Your own open tickets.
• With the AI. Tickets the agent or the answer library is working.
• Solved by AI. Tickets solved without a person, by the agent or the library.

What the statuses mean

• New. Just arrived. Nobody has worked on it yet.
• Open. Someone is working on it: your team or the agent.
• Pending. We replied and are waiting to hear back from the customer.
• On hold. Waiting on something else, for example a person’s approval.
• Solved. Done. If the customer replies, it opens again.
• Closed. Finished for good. A new reply starts a new, linked ticket.

What the agent is doing

Next to the status, each ticket shows what the agent is doing with it:

• Queued. The agent will pick it up in a moment.
• Working. The agent is on it now.
• Waiting on customer. The agent replied and is waiting for an answer.
• Waiting for approval. The agent wants to do something and needs a person to say yes first.
• Handed off. A person owns the ticket now. Customer replies go to that person, not back to the agent.
• Resolved. The agent solved it.

Replies and internal notes

A reply goes to the customer, in the brand’s voice. An internal note is for your team only and is never sent to the customer.

On a ticket you can also change its status, priority, group and who it is assigned to. Every change is recorded in the ticket’s history.

Draft with AI

Ask the agent for a draft and it appears in your reply box, marked as an AI draft and not sent. You edit it and send it yourself, and the reply goes out as yours.

Take over from the agent

On a ticket the agent is working, Take over makes it yours. Anything the agent had queued on it is cancelled, and it won’t reply there again.