Helpdesk tickets

Open Helpdesk → Tickets to review the selected company's customer issues. Filter by status, priority, team, member, category, or source assistant as needed.

Review a ticket

Open a ticket to inspect its subject and description, priority and status, assignment and SLA information, customer/source details, previous tickets, and recent conversation context. Recorded feedback and AI Copilot guidance appear when available.

The related lists contain comments, activity, and notification deliveries. Use these records to understand what changed and whether an update was delivered.

Reply to the customer

1. Open the linked conversation using Conversation when available.
2. Select Take over chat and confirm. This pauses AI replies for that conversation.
3. Use Reply to customer in the ticket's comments controls when you have permission.
4. Review delivery status after sending.

Use Internal comment for team-only discussion and attachments. Check which action you selected before sending sensitive operational notes.

Return chat to AI resumes AI replies after confirmation. It does not change the ticket's owner or status.

Resolve and close

• Escalate requires a reason.
• Resolve requires a resolution note.
• Close is available for a resolved ticket and preserves ticket and audit history.
• Reopen returns an eligible resolved or closed ticket to open.

Actions are shown according to permissions and current state. The ticket resource does not offer deletion as its normal lifecycle action.

AI Copilot

Use AI Copilot to generate guidance attached to the ticket, such as a summary, priority suggestion, reply draft, or next actions. Review the guidance before acting. Generating advice does not itself send the suggested reply to the customer.

See Helpdesk setup and Helpdesk workflows.