Tickets

Select a ticket in Inbox to open its detail view. The page combines the conversation thread, ticket status, customer context, assignment information, and a reply or internal-note composer. It can also show live teammate presence and incoming activity, which helps avoid two people replying at once. The detail route requires Inbox read access; sending a teammate reply or changing the ticket needs the corresponding server-side permission.

Tickets move through statuses including new, on you, on customer, on hold, closed, and cancelled. Resolve a ticket when the human work is complete; reopening or taking a ticket off hold returns it to an active workflow. Closing a ticket resumes AI replies, so read the customer’s current need before resolving it. A ticket can be absent because it was deleted, inaccessible to the role, or no longer exists, not necessarily because the customer conversation was solved.

Use filters and saved views to narrow the queue, then inspect the entire thread before replying. A ticket detail is an operational record with dynamic updates, not an exportable guarantee that every upstream channel message, delivery event, or human response was successful.