Smart Tickets

Smart Tickets ensure your agent is always useful, even when it doesn't have the information needed to help a customer. When your agent encounters a question it can't answer, a problem it can't solve, or a request it can't fulfill, it automatically creates a support ticket. This guarantees that every customer interaction results in action—either immediate help from the agent, or a ticket that ensures your team can follow up.

Beyond ensuring customers always receive help, Smart Tickets provide valuable visibility into what your customers need. Every ticket reveals topics, questions, and issues that customers are requesting. This helps you identify what information to add to your agent's knowledge base, what processes to improve, and what common problems need attention.

Smart Tickets are particularly valuable for tracking important processes like refunds, billing issues, account modifications, and other scenarios that require human review or follow-up.

How Smart Tickets Work

When a customer interaction requires human intervention or when your agent doesn't have the information needed, your agent automatically creates a support ticket. The ticket includes all relevant conversation context, customer information, and details about the issue. Your team receives notifications and can respond through your support system.

Always Useful Your agent never leaves customers without a path forward. If it can't answer a question or solve a problem, it creates a ticket. This ensures every customer interaction is valuable, even when the agent doesn't have the answer.

Visibility into Customer Needs Every ticket provides insight into what customers are asking for. Review tickets regularly to identify:

• Topics to add to your knowledge base
• Common questions that need better answers
• Processes that need improvement
• Issues that require attention

Track Important Processes Use Smart Tickets to track and manage important processes like refunds, billing issues, account changes, and other scenarios that need human oversight or follow-up.

The Value of Ticket Visibility

Smart Tickets provide more than just customer support—they offer valuable insights into your business and customer needs.

Identify Knowledge Gaps When your agent creates tickets because it doesn't have information, those tickets show you exactly what to add to your knowledge base. Review tickets regularly to see:

• What questions customers are asking that your agent can't answer
• What topics need documentation or knowledge base entries
• What information would make your agent more useful

Track Important Business Processes Use tickets to track and manage critical processes:

• Refund requests - Monitor refund patterns and reasons
• Billing issues - Track billing problems and payment issues
• Account modifications - Follow account changes and requests
• Product inquiries - See what products or services customers are asking about

Improve Your Agent Continuously Every ticket represents an opportunity to improve:

• Add missing information to your knowledge base
• Update your agent's instructions based on common issues
• Identify processes that need improvement
• Discover new use cases for your agent

Never Miss a Customer Need With Smart Tickets, every customer interaction results in action. Even when your agent can't help directly, it ensures your team knows about the issue and can follow up. This guarantees customers always receive attention, and you never miss important requests or problems.

Setting Up Smart Tickets

Step 1: Enable Smart Tickets

1. Navigate to your agent's configuration
2. Go to the Actions section
3. Enable Smart Tickets
4. Save your changes

Step 2: Configure Escalation Rules Define when tickets should be created. You can use the default rules or customize them:

Default escalation scenarios:

• Tool failures or errors
• Missing knowledge or cannot answer questions
• System errors
• Customer requests human assistance
• Customer issues and complaints
• Refund or cancellation requests
• Complex issues beyond agent capability

Step 3: Customize Escalation Prompt (Optional) Add custom conditions for when tickets should be created:

"When customer requests match: [your custom conditions], create a support ticket."

This enhances the default escalation rules with your specific requirements.

Step 4: Set Notification Emails

1. Enter email addresses to receive ticket notifications
2. Configure email templates if desired
3. Set up priority-based notifications

Step 5: Configure Ticket Settings

1. Set default ticket priority (low, medium, high, urgent)
2. Configure ticket tags/categories
3. Set up auto-assignment rules (optional)
4. Configure ticket status workflow

Step 6: Test Smart Tickets

1. Trigger escalation scenarios in chat
2. Verify tickets are created correctly
3. Check notifications are sent
4. Verify ticket data is complete

Escalation Scenarios

Tool Failures When any tool fails to execute or returns an error, your agent immediately creates a ticket. This ensures technical issues are addressed quickly.

Missing Knowledge When your agent doesn't have information needed to answer a question, it creates a ticket. This serves two purposes: your team can provide the answer to the customer, and you can identify what information to add to your agent's knowledge base for future interactions. Review tickets for missing knowledge regularly to continuously improve your agent's capabilities.

Customer Requests Human When customers explicitly ask to speak with a human, your agent creates a ticket immediately. Never refuse or delay human escalation requests.

Customer Issues When customers report problems, complaints, or dissatisfaction, your agent creates a ticket to ensure issues are addressed with human empathy and judgment.

Refunds and Cancellations When customers request refunds, cancellations, or account modifications, your agent creates a ticket. Financial transactions require human review. Use these tickets to track refund patterns, identify reasons for cancellations, and monitor account modification requests.

Billing Issues When customers report billing problems, payment issues, or account billing questions, your agent creates a ticket. This helps you track billing-related problems and ensure all billing issues are properly addressed.

Complex Issues When issues are beyond your agent's capability or require specialized knowledge, your agent creates a ticket for human resolution.

Ticket Creation Process

Step 1: Detect Escalation Need Your agent identifies when a ticket should be created based on:

• Escalation rules you've configured
• Tool failures or errors
• Customer requests
• Conversation context

Step 2: Extract Information Your agent extracts information from the conversation:

• Customer name (from conversation history)
• Customer email (from conversation history)
• Customer phone (if provided)
• Issue description
• Conversation context

Step 3: Create Ticket Your agent creates a ticket with:

• Subject summarizing the issue
• Detailed description with conversation context
• Priority level (based on issue type)
• Tag/category for organization
• Customer contact information

Step 4: Notify Team Notification emails are sent to configured addresses with:

• Ticket details
• Customer information
• Priority and category
• Link to view ticket in dashboard

Step 5: Confirm to Customer Your agent informs the customer:

• Ticket has been created
• Ticket ID for reference
• Expected response time
• How they'll be contacted

Ticket Management

Viewing Tickets All tickets are visible in your dashboard:

• Filter by status, priority, or tag
• Search by customer name or ticket ID
• View conversation history
• See ticket details and notes

Responding to Tickets Respond to tickets through your dashboard:

• Update ticket status
• Add notes and responses
• Assign to team members
• Escalate if needed

Ticket Statuses Tickets progress through statuses:

• New: Just created, awaiting review
• Open: Being worked on
• Pending: Waiting for customer response
• Resolved: Issue resolved
• Closed: Ticket closed

Ticket Priorities Set priority based on issue urgency:

• Urgent: Critical issues, system failures, security concerns
• High: Refund requests, account issues, major problems
• Medium: Standard support requests (default)
• Low: General inquiries, non-urgent questions

Best Practices

Configure Clear Rules Define when tickets should be created clearly. Ambiguous rules lead to inconsistent escalation behavior.

Set Appropriate Priorities Configure priority levels that match your support workflow. Ensure urgent issues are handled quickly.

Use Tags Effectively Create tags for different issue types (refund, technical, billing, etc.). This helps organize tickets and route them appropriately.

Use Tickets to Improve Your Agent Review ticket analytics regularly to identify:

• Topics to add to knowledge base - If multiple tickets ask about the same topic, add that information to your agent's knowledge base
• Common questions - Identify frequently asked questions that your agent should be able to answer
• Process improvements - Notice patterns in customer problems that indicate processes need improvement
• Refund and billing trends - Track refund requests and billing issues to identify systemic problems
• Knowledge gaps - Use tickets to discover what information your agent is missing

Tickets aren't just for resolving issues—they're a valuable source of data for continuously improving your agent's capabilities and your business processes.

Respond Promptly Set expectations for response times and ensure your team responds to tickets promptly. Customers expect timely responses when they're escalated.

Troubleshooting

Tickets Not Created

1. Verify Smart Tickets is enabled
2. Check escalation rules are configured correctly
3. Review system prompt for ticket creation instructions
4. Check error logs for specific issues

Missing Information

1. Verify agent extracts information from conversation history
2. Check customer provided information in conversation
3. Review ticket creation logic
4. Update instructions if needed

Incorrect Priorities

1. Review priority assignment logic
2. Configure priority rules more specifically
3. Test escalation scenarios to verify priorities
4. Adjust based on your support workflow

Notification Issues

1. Verify notification emails are configured correctly
2. Check email addresses are valid
3. Review email templates
4. Test notifications manually

Next Steps

Learn about Smart Forms for collecting structured information, or explore Actions to see how Smart Tickets work with other agent capabilities.