Ticket Workflow
How tickets move from AI escalation to resolution: statuses, comments and reassignment.
Ticket lifecycle
Every ticket follows the same four-stage flow. Status changes are timestamped and visible in the ticket history, so SLAs and handoffs are always auditable.
| Status | Meaning | Who sets it |
|---|---|---|
| New | Escalated by an AI agent, not yet picked up | Created automatically |
| Open | An assignee is actively working the issue | Assignee |
| Pending | Waiting on a third party or the requester | Assignee |
| Resolved | Fixed, with resolution notes recorded | Assignee |
Working a ticket
- 1
Open the ticket detail
Review the conversation thread and the AI agent's escalation context — including the original email or meeting context that triggered it.
- 2
Set it to Open
Claiming the ticket starts the work clock and removes it from the unassigned pool.
- 3
Add comments as you go
Comments keep teammates and the escalating agent's audit trail up to date.
- 4
Resolve with notes
Resolution notes are mandatory — they feed the Recently Resolved view and help the AI avoid repeat escalations.
Use priority filters in any view to clear high-priority tickets first — SLA warnings escalate visually as deadlines approach.
Reassignment
Admins can reassign any ticket to another staff member — for vacations, workload balancing or specialist routing. The full history travels with the ticket, and the new assignee is notified immediately.