How to create, update, and close a ticket
Where to find tickets, how to read the list and details, how to create one manually from the list or a chat, how to update it, and how to close it with Done or Denied status.
You are in the right place if…
- “How do I open a ticket for a guest request?”
- “How do I close a ticket?”
- “Where can I see the tickets for a conversation?”
- “How do I assign a ticket to a colleague?”
This guide has not yet been verified against the latest software version.
A ticket tracks a request that requires human intervention until it is resolved. Many tickets are opened by the AI when it hands over a conversation to an operator; you can also create them manually.
Where to find them
- From the Ticket icon in the left sidebar: the list of all active tickets.
- From a conversation: the ticket icon in the top right shows how many tickets the chat has. In Conversations, the Open Tickets filter shows only chats with open tickets.
The list
For each ticket, you can see priority (colored bar on the left), category and description, guest, who created it (AI or operator), assignee, status, channel, last message, and opening date, in red if overdue. On the right, there are three icons: go to chat, view ticket (the eye), and delete ticket.
Above the list, there are quick filters, including Critical and Unassigned, a search bar for guest, keyword, or type, and the ↻ button to refresh. The list shows 25, 50, or 100 tickets per page.
Creating a ticket
- Click + Create new ticket in the top right of the list, or in the Chat tickets panel of a conversation.
- Choose the Category, for example, Maintenance, Reservation, or Other.
- Write a clear Description of the request.
- Choose the Priority, from P1 to P5.
- In Assign to, choose the operator, or leave it as Unassigned.
- Click Create ticket.
Updating a ticket
- Click the eye icon of the ticket.
- In the right panel, change Status, Priority, or assigned operator.
- Click Update.
- Add a comment at the bottom to explain what has been done: it helps the rest of the team.
In the panel, you can also see other tickets from the same conversation and the ticket history.
Closing a ticket
Set the status to Done if the request has been handled, or to Denied if it does not need to be handled, and click Update. The ticket will be removed from the list of tickets to be managed.
Tips
- Check the Critical filter every morning.
- Use Unassigned to distribute the workload: a ticket without an assignee risks remaining stagnant.
- Open conversations with a yellow dot immediately: the AI has passed a request to you.