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Tickets

Tickets are what the Technical Support agent creates when it cannot resolve a question itself.

Accessing Tickets​

Open Tickets in the dashboard. Tickets raised in a specific agent's conversations also appear under that agent's Activity.

What a Ticket Contains​

  • The visitor's question and any contact details captured
  • A summary of the conversation, so your team starts with context rather than a transcript
  • Status and priority
  • A link back to the full conversation

Working Through Tickets​

  1. Triage by priority. Set priority when the default doesn't match reality.
  2. Update status as you work. Status is what stops two people answering the same ticket.
  3. Read the conversation before replying. The summary is a summary; the transcript shows what the visitor actually tried.

Tickets as a Documentation Backlog​

Every ticket is a question your knowledge base could not answer. Treated as a queue it is support work; treated as a list it is a ranked content backlog.

Once a week, group open and recent tickets by theme and ask which themes should stop generating tickets at all. Those become Q&A pairs or documentation updates.

:::tip The Metric That Matters Watch tickets created per hundred conversations, not tickets created. Volume follows traffic; the ratio follows the quality of your knowledge base. :::

  • Topics — what people ask about, whether or not it escalates
  • Sentiment — where conversations go wrong before escalation

Next Steps​

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