# Smart Tickets

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

Source: https://docs.getlinkai.com/products/smart-tickets

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](https://docs.getlinkai.com/products/boards), so your team works them next to the rest of your board items.

![Smart Tickets](https://docs.getlinkai.com/screenshots/v2/tickets.png)

## 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](https://docs.getlinkai.com/agents/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

**Note:**
Smart Tickets are workspace-scoped. Each workspace manages its own tickets and ticket history. See [Workspaces](https://docs.getlinkai.com/account/workspaces).

**Tip:**
Every agent follows the **Ticket for escalation** system procedure, which starts when someone needs a person. See [Procedures](https://docs.getlinkai.com/agents/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](#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](https://docs.getlinkai.com/products/boards)**:
Work tickets on the pinned Tickets board.

**[Procedures](https://docs.getlinkai.com/agents/procedures)**:
Control what your agent does when someone needs a person.

**[Smart Forms](https://docs.getlinkai.com/products/smart-forms)**:
Collect structured information in the conversation.

**[Actions](https://docs.getlinkai.com/agents/actions)**:
See how Smart Tickets works with other agent capabilities.