Work

Smart Tickets

Turn every question your agent can't answer into a support ticket your team can follow up on.

Smart Tickets creates a support ticket whenever your agent hits a question it can't answer, a problem it can't solve, or a request it can't fulfill. Use it so every conversation ends in action: either the agent helps, or your team gets a ticket to follow up.

Tickets live in Work as a pinned Tickets board under Boards, so your team works them next to the rest of your board items.

How it works

When a conversation needs a person, or your agent doesn't have the information it needs, the agent creates a ticket with the conversation context, customer information, and details about the issue. Your team gets a notification and follows up.

Tickets also show you what customers need. Use them to:

Find topics to add to your knowledge base
Spot common questions that need better answers
Track processes that need human review, such as refunds, billing issues, and account changes
See which products or services customers ask about

Smart Tickets are workspace-scoped. Each workspace manages its own tickets and ticket history. See Workspaces.

Every agent follows the Ticket for escalation system procedure, which starts when someone needs a person. See Procedures.

Set up Smart Tickets

Enable Smart Tickets

Open your agent's configuration, go to the Actions section, enable Smart Tickets, and save.

Configure escalation rules

Define when tickets are created. Use the default rules or customize them. See Escalation scenarios for the defaults.

Customize the escalation prompt (optional)

Add your own conditions on top of the defaults, for example: "When customer requests match: [your custom conditions], create a support ticket."

Set notification emails

Enter the email addresses that receive ticket notifications. Optionally configure email templates and priority-based notifications.

Configure ticket settings

Set the default ticket priority (low, medium, high, urgent), ticket tags or categories, auto-assignment rules (optional), and the ticket status workflow.

Test it

Trigger escalation scenarios in the test chat. Check that tickets are created with complete data and that notifications are sent.

You should see a new item on the Tickets board for each escalation you trigger.

Escalation scenarios

These are the default reasons your agent creates a ticket.

Scenario	What the agent does
Tool failures	When any tool fails or returns an error, the agent creates a ticket so technical issues get addressed.
Missing knowledge	When the agent lacks the information to answer, it creates a ticket. Your team answers the customer, and you learn what to add to the knowledge base.
Customer requests a human	When a customer asks for a person, the agent creates a ticket immediately. It never refuses or delays the request.
Customer issues	When a customer reports a problem, complaint, or dissatisfaction, the agent creates a ticket so a person can respond.
Refunds and cancellations	Refunds, cancellations, and account modifications get a ticket, since financial transactions need human review.
Billing issues	Billing problems, payment issues, and billing questions get a ticket so you can track them.
Complex issues	Issues beyond the agent's ability or that need specialized knowledge get a ticket for human resolution.
System errors	System errors create a ticket.

What happens when a ticket is created

Step	What happens
1. Detect	The agent decides a ticket is needed based on your escalation rules, tool failures, customer requests, and conversation context.
2. Extract	The agent pulls the customer's name, email, and phone (if provided), the issue description, and conversation context from the conversation.
3. Create	The ticket gets a subject, a description with conversation context, a priority based on issue type, a tag or category, and customer contact information.
4. Notify	Notification emails go to your configured addresses with ticket details, customer information, priority, category, and a link to the ticket in the dashboard.
5. Confirm	The agent tells the customer the ticket was created, gives the ticket ID, the expected response time, and how they'll be contacted.

Manage tickets

Open the Tickets board to work your tickets. Each row shows the contact, the subject, tags, the channel, and the agent that opened it. Use Filters and Display to narrow the list, or Search or ask Ally to find a ticket. Open a ticket to see the conversation, change its status, add notes, or assign a teammate.

Statuses

The Tickets board groups tickets by status. The tabs across the top (All, Open, Active, Waiting, Done) filter the list.

Status	Meaning
Needs attention	New or reopened, waiting for someone on your team
Working on it	A teammate has picked it up
Solved	The issue is resolved
Cancelled	No longer needed
Closed	Finished and archived

Priorities

Priority	Use for
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

Write clear rules. Ambiguous rules lead to inconsistent escalation.
Match priorities to your workflow so urgent issues get handled first.
Tag by issue type (refund, technical, billing) to organize and route tickets.
Review tickets to improve your agent. If several tickets ask about the same topic, add it to the knowledge base or update the agent's instructions. Watch refund and billing trends for systemic problems.
Respond promptly. Set response-time expectations; escalated customers expect a timely reply.

Troubleshooting

Tickets are not created

Check that Smart Tickets is enabled and your escalation rules are configured. Review the agent's instructions for ticket creation and check error logs for specific issues.

Tickets are missing information

Check that the customer provided the information in the conversation and that the agent extracts it from conversation history. Update the instructions if needed.

Priorities are wrong

Make your priority rules more specific, then test escalation scenarios to confirm the priorities match your support workflow.

Notifications are not arriving

Check that notification emails are configured and the addresses are valid. Review the email templates and send a test notification.

Next steps

Boards

Work tickets on the pinned Tickets board.

Procedures

Control what your agent does when someone needs a person.

Smart Forms

Collect structured information in the conversation.

Actions

See how Smart Tickets works with other agent capabilities.