Tickets

Support Ticket Management CRM Feature

Tickets are created when a customer conversation requires formal tracking and resolution. They’re typically generated automatically when the AI escalates to a human agent, or manually by your team when a conversation reveals a support issue.

M

MyGPT Assistants

CRM

◎ Contacts⇆ Live escalation▤ Tasks! Tickets

Tickets

Support cases — opened by AI escalation or manually

Filters+ New ticket

AllOpenAwaiting customerResolved

ID	Subject	Customer	Assignee	Priority	Status	Updated
#4821	Duplicate Stripe charge in June	JPJamie Patel	Marina López	High	In progress	2 min ago
#4820	Webhook not firing on payment intent	RMRebeca M.	Tomás García	Medium	Awaiting customer	1 h ago
#4819	How to invite a new team member?	DPDaniela Pérez	—	Low	Resolved by AI	3 h ago
#4818	Export contacts to CSV fails after 10k rows	ATA. Tanaka	Marina López	High	Open	4 h ago
#4817	Request: dark mode for embed widget	PSPriya Shah	Product team	Low	Triaged	Yesterday
#4816	WP plugin won’t connect with new API key	LOL. Okafor	Tomás García	Medium	Resolved	Yesterday

How Tickets Work

Auto-Created on Escalation

When the AI escalates a conversation to a human agent, a ticket is automatically created with the conversation transcript attached.

Manual Creation

Team members can create tickets manually from any conversation or contact profile.

Status Tracking

Track each ticket from Open → In Progress → Resolved. Set priorities and assign to team members.

Contact Linked

Every ticket is linked to the customer contact. View all of a customer’s tickets from their profile.

Ticket Lifecycle

Open  →  In Progress  →  Resolved
  ↓                         ↓
Cancelled            Reopened (if customer replies again)

Ticket Fields

Field	Description
Title	Short summary of the issue
Description	Detailed problem description
Status	Open / In Progress / Resolved / Cancelled
Priority	Low / Medium / High / Urgent
Assignee	Team member responsible
Contact	The customer this ticket belongs to
Source	Escalation / Manual / API
Conversation	Linked original chat transcript

Creating a Ticket

1. From a conversation: Open the conversation → Click “Create Ticket”

2. From a contact profile: Contact page → Tickets tab → New Ticket

3. From the Tickets list: CRM → Tickets → New Ticket

4. Fill in the details — title, description, priority, assignee

5. Save — ticket is created and the assignee is notified

Working with Tickets

Viewing Tickets

Navigate to CRM → Tickets to see all tickets. Filter by:

• Status (Open, In Progress, Resolved)
• Priority (Urgent, High, Medium, Low)
• Assignee
• Date range

Updating a Ticket

Open any ticket to:

• Change status or priority
• Reassign to another team member
• Add internal notes
• View the linked conversation transcript
• See all contact history

Resolving a Ticket

When the issue is fixed:

1. Update status to Resolved
2. Add a resolution note (what was done)
3. The contact is notified (if email notifications are enabled)

Auto-Creation from Escalations

When the AI escalates a conversation, a ticket is created with:

• The full conversation transcript
• The escalation reason detected by AI
• The contact’s profile data
• A default priority based on escalation severity

Escalation + Ticket Integration

Tickets and Live Escalation work together. When a human agent takes over a conversation, the ticket tracks the issue formally through to resolution.

See Live Escalation → for the full handoff flow.

Ticket Reports

Ticket data appears in CRM Reports under the Ticket Analytics section:

• Average resolution time
• Open ticket count by assignee
• Ticket volume by day/week
• Priority distribution

Related Topics

Live Escalation How tickets are auto-created from handoffs

CRM Overview Full CRM feature list

Contacts View all tickets for a contact

Reports Ticket analytics and resolution metrics