Ticketing module

The Ticketing module lets agents create, update, assign, and escalate support cases.

#Use cases

Use Ticketing when the agent should:

• Create support tickets.
• Update ticket status.
• Capture priority and assignment.
• Escalate complex requests.
• Keep support context attached to a conversation.

#Ticket metrics

The ticket workspace tracks:

• Total tickets.
• Active issues.
• Urgent priority.
• Resolved or closed cases.

These metrics help teams understand support volume and urgency.

#Set up Ticketing

1. Go to Modules.
2. Add a Ticketing module.
3. Open the agent.
4. Go to Agent Settings → Modules.
5. Enable the ticketing module.
6. Save changes.

#Test ticket creation

In Playground, try:

My refund is still pending and I need someone to check it.

Verify:

• The agent answers from policy if available.
• The agent creates or updates a ticket when needed.
• The ticket includes title, priority, status, owner, and conversation context.

#Escalation rules

Add instructions for cases that require a human:

• Billing disputes.
• Legal threats.
• Safety or medical issues.
• Angry customers.
• Missing account verification.

#Related guides

• Knowledge grounding basics
• Modules overview
• Testing, sessions, and traces