Ticketing System

Complete support ticketing with multi-system backend integration

AGO’s ticketing system provides a complete solution for support requests, enabling users to create tickets through integrated contact forms and allowing administrators to manage conversations across multiple ticketing backends.

Ticket Forms - Configuration

Overview

The ticketing system enables:

• Multi-system support: AGO Internal, Zendesk, HelpScout, and HubSpot
• Contact form integration: Dynamic forms with custom fields
• Ticket messaging: Two-way communication between admins and users
• Permission-based access: Control who can create tickets
• Custom configurations: Tailored messages and AI instructions

---

Supported Ticketing Systems

System	Description	Key Features
AGO Internal	Built-in ticketing system	Full feature support, no external dependencies
Zendesk	External ticket creation via API	User synchronization, custom field mapping
HelpScout	Conversation-based management	Tag support, email-based user management
HubSpot	Service Hub ticket creation	Contact auto-creation, property mapping, owner assignment

AGO Internal System

The AGO Internal ticketing system provides built-in ticket management without external dependencies.

Key Features:

• No additional configuration or API credentials required
• Automatic ticket status creation and management
• Integrated with business message threads for full conversation context
• Full custom fields support matching external systems
• Built-in admin dashboard for ticket management
• Email notifications for ticket updates
• AI classification and trigger-based routing to users or teams

When to Use AGO Internal:

• Organizations without existing ticketing systems
• Simple support workflows that don’t require enterprise features
• Testing and development environments
• Self-contained deployments where external integrations aren’t needed

Configuration:

1. Navigate to Tickets → Ticket Forms
2. Set Active Ticketing System to “AGO Internal”
3. Configure email notification settings (optional)

Limitations compared to external systems:

• No integration with existing support team workflows
• Limited to AGO admin interface for ticket management

Zendesk Integration

• External ticket creation via Zendesk API
• User synchronization with Zendesk user management
• Private comment addition with conversation links
• Custom field mapping between systems

HelpScout Integration

• Conversation-based ticket management
• Tag support for categorization
• Email-based user management
• Automatic priority tagging

HubSpot Integration

• Ticket creation in HubSpot Service Hub
• Automatic contact creation from email
• Property mapping and sync from HubSpot
• Owner assignment for ticket routing

---

Configuring a Ticketing System

Resolved tickets for inactive conversations

AGO and Zendesk can automatically record conversations that ended without a support ticket. Set Auto ticket inactivity hours in the organization’s advanced configuration. For example, 2 makes a conversation eligible after two hours without a new message. 0 disables the feature (the default). For the active Zendesk system, Ticket Forms → Configure ticketing system → Advanced also provides an Automatic ticket creation selector: Disabled, 2, 4, 8, 12 hours or Every day (24 hours). This selector is currently only available for Zendesk.

Conversations are checked every two hours, including those that reached the inactivity delay within the previous seven days. Each pass processes up to 500 conversations, most recent first. Conversations with an existing ticket, simulations, empty conversations, conversations awaiting processing or approval, and embedded ticket forms are skipped.

The inactivity delay and the check frequency are separate: with a two-hour delay, an eligible conversation reaches its next scheduled check between two and four hours after the last message. Backlogs, processing errors or scheduler outages can delay ticket creation. A conversation whose requester is not allowed to create tickets in the provider (for example, a widget visitor unknown to Zendesk when ticket creation is not open to all users) is not retried on the following checks. The same setting works for shared platforms and single-organization installations; no central activation is required.

Saving this setting or changing the active ticketing system updates the scheduler’s selection after the change is committed. Disabled organizations are excluded from the two-hour checks. The existing daily maintenance at 04:30 (scheduler time) checks all organizations to repair missing or outdated scheduling information. This daily check may wake a sleeping database. If the scheduling cache is unavailable, automatic ticket checks are skipped and logged instead of checking every organization’s database. After cache recovery, daily maintenance restores missing entries; ticket creation can be delayed until then and the next two-hour check.

The AGO ticket stores the visible conversation and retains its requester and conversation link. Automatic tickets remain available in the ticket list but are excluded from dashboard ticket statistics and conversion rates. The conversation still counts toward usage, and any explicit request for human help still counts as an escalation. Tickets created manually remain included in ticket statistics. Older tickets without a recorded automatic origin remain included. In Zendesk it is created directly as Solved. The initial comment is private by default; optionally generate a public reply using a configurable prompt. Copying the visible conversation into a private Zendesk comment is also optional, and both options default to off. See Zendesk auto-resolved comments. Existing ticket creation permissions and form defaults still apply. Zendesk’s own rules may apply to these tickets. In AGO, automatic tickets skip opening notifications, assignment triggers and SLA initialization. Subsequent passes do not create another ticket for a linked conversation.

AGO attempts to prefill the selected form’s active required fields from the conversation only when AI prefill (the sparkles setting) is enabled for those fields. Hidden fields are eligible when this setting is enabled; fields with it disabled keep their defaults. For taggers, the AI is asked to choose the available option that best matches the conversation. Field descriptions can explain how to choose between options, such as which team handles each type of request. Missing or invalid suggestions, or an unavailable AI, leave the usual form defaults and fallback values in place. Optional fields retain their configured defaults. This also applies to resolved tickets created manually from a conversation.

For Zendesk, open Ticket Forms, select Zendesk as the active ticketing system, and click Configure ticketing system beside the selector. In Advanced, below Test connection, set Auto-resolved ticket assignee email to the email of an existing Zendesk agent who can receive tickets in the selected group, then save. This assignment applies to both automatic tickets and resolved tickets created manually from a conversation. It does not change the assignment of ordinary support tickets. Leave the field blank to let Zendesk handle assignment; its requirements for solving tickets still apply.

To identify tickets created directly as resolved with a tag, open Ticket Forms → Configure ticketing system for AGO or Zendesk and set Auto-resolved ticket tag in the Advanced section at the bottom (for example, auto_created). Enter one tag without spaces or commas, then save. The tag is added alongside existing form and field tags, without duplicates, and is sent to Zendesk when the ticket is created. It applies to future tickets created automatically from inactive conversations and resolved tickets created manually from a conversation, including when no ticket form is selected. Ordinary support tickets do not receive this additional tag. Leave the setting blank to disable it.

Manually create a resolved ticket

In the Django administration, open Business message threads, select one conversation, choose Create resolved ticket, then click Go. This immediately queues ticket creation using the organization’s active AGO or Zendesk system and the requester’s configured form. There is no preview or confirmation page. You need permission to edit conversations and add tickets.

Manual creation works even when automatic ticket creation is disabled and does not require two hours of inactivity. Conversations with an existing ticket are skipped, as are simulations, empty conversations, unfinished turns and embedded ticket forms. Once the background task finishes, the resolved ticket appears in Tickets and is linked to the conversation.

Connection settings

Each ticketing system has its own connection settings, tailored to what that provider requires. To configure them:

1. Navigate to Tickets → Ticket Forms
2. Click the wrench button next to the Active Ticketing System selector to open the configuration page for the active system
3. Fill in the settings and click Save

The wrench button configures the currently active system. Picking a different system in the selector makes it the active ticketing system immediately, so switch only when you are ready to use it for new tickets.

The configuration page only shows the fields relevant to the selected system:

System	Settings
AGO Internal	No credentials needed; optional ticket URL override and auto-resolved ticket tag
Zendesk	Zendesk domain, admin email, API token, ticket sync toggle
HubSpot	Private app access token, portal ID
HelpScout	OAuth2 App ID, OAuth2 App secret, mailbox ID

Secrets (API tokens, app secrets) are stored encrypted and never displayed in full after saving. When a secret is already configured, the field shows a masked preview (e.g. p*******3) — leave it empty to keep the current value, or type a new one to replace it.

Testing the Zendesk connection

On the Zendesk configuration page, a Test connection button checks your credentials against Zendesk before you commit to them. It calls Zendesk with the domain, admin email, and API token currently in the form and reports the result:

• Success shows the Zendesk account name AGO connected as.
• Failure explains what went wrong — wrong domain, or an admin email / API token that Zendesk rejected.

You can test without retyping the API token: leave the token field empty and AGO reuses the saved one. The Zendesk domain accepts either the bare subdomain (mycompany) or the full host (mycompany.zendesk.com).

All systems also support a Ticket URL override: the base URL used to build the link shown to users after their ticket is created (see Custom Ticket Link).

---

Contact Form Configuration

Form Fields

The contact form supports configurable fields:

Field Type	Description
Subject	Ticket title (optional/required)
Typology	Ticket type selection
Priority	Urgency level
Custom fields	Dynamic fields based on configuration
File attachments	Multiple file upload support

Custom Fields

Field Types

• Text input
• Single-select dropdown
• Boolean checkbox

Grouped Options (Hierarchical)

For select fields, create grouped options that display as hover submenus:

Option Name	Option Value	Group
Slack connector	slack	Connector
Drive connector	drive	Connector
Email support	email	Support
Simple option	simple	(empty)

Options with a group value appear under that group as a hoverable submenu. Options without a group appear as top-level items.

Progressive Disclosure and Conditional Fields

Fields can appear based on previous selections, creating dynamic forms that adapt to user input. For example, selecting “Technical Issue” can reveal a “Browser Version” field, while “Billing” reveals an “Invoice Number” field.

You can also restrict priority to specific typologies using the priority_typologies setting — the priority field only appears when a matching typology is selected.

See Ticket Form Customization for full details on conditional fields and options.

Widget User Support

For anonymous widget users (with auto-generated emails), AGO collects their real email address during ticket creation. The email is validated and stored for future reference.

JWT Field Extraction

When users authenticate via JWT tokens, AGO extracts configured claims (e.g., customer_id, plan_tier) and includes them as context in the private comment attached to the ticket. This gives your support team user metadata without manual data entry.

AI-Powered Ticket Prefilling

AI analyzes the conversation to pre-fill ticket fields — subject, description, priority, category, and any custom fields with AI pre-fill enabled. Users can review and edit visible prefilled fields before submitting. Customize the extraction behavior with a system prompt on each form.

See Ticket Form Customization — AI Prefilling for configuration details.

---

Ticket Messaging

The messaging system enables ongoing communication within tickets.

Message Types

Type	Visibility	Use Case
Public	Admins and users	Direct communication with requester
Internal	Admins only	Team coordination, documentation

For Administrators

Open a ticket from Tickets to read the original request and conversation. The reply box stays below the conversation while you scroll through messages, including on mobile.

The overview below the title shows the requester, status, and assignee with their email. Change the status or assignee here for AGO Internal tickets. Creation, last update, closure, and external synchronization dates appear together in a compact row; closure and synchronization information appear when applicable.

Use the actions at the top right to open the linked chat with View Conversation, open an external ticket with its System: ticket ID button, or refresh it with Sync Now. On smaller screens, the conversation and refresh actions use icons; the external ticket reference stays visible. If no external link is available, the reference is shown as text.

The Ticket details panel contains priority, tags, SLA deadlines, and form fields. On smaller screens, use the Conversation and Details tabs to switch between messages and ticket details. Your reply draft and message visibility choice are kept when you switch tabs.

When an external ticket link is available, select the System: ticket ID button to make changes there. You can check the last sync time, select Sync Now, and add internal notes in AGO.

Use Show internal messages to include or hide team notes. Internal notes have a lock icon and an amber background.

Message Flow

Sending Messages

1. Open a ticket and choose Reply or Internal note from the menu beside the send button.
2. Write your message. Drag the bottom-right corner of the compact message box to enlarge it when needed. The message type menu beside the send button explains who can see each type of message.
3. Select Send reply or Add note.

Switching between reply and note keeps your draft. After you add a note, the composer stays in internal-note mode for your next message. If sending fails, your draft remains available to retry.

When an external ticket link is available, AGO only offers Internal note. Use that link to send customer replies in the external system.

Email Notifications

AGO Internal can send email notifications when email delivery is enabled and configured:

For Users:

• Receive email when admin sends a public message
• Email includes message content and link to view ticket

For Admins:

• Ticket assignees receive in-app notifications for replies
• Watchers configured on a ticket form can receive email when a new ticket is created with that form

Configuration:

• Email delivery is disabled by default; enable it and configure the sender and delivery credentials before relying on email notifications
• For external systems (Zendesk, HelpScout), notifications are handled by the external platform

---

Permission Configuration

Ticket Creation Permissions

Ticket creation requires an active ticketing system. The global Allow all users setting can bypass that system’s user eligibility check. Otherwise, Zendesk requires an active user account; AGO Internal, Help Scout, and HubSpot allow users through this eligibility check.

Custom permissions select the ticket form and guide the agent’s ticketing behavior. They do not provide a separate permission-first authorization check for ticket creation.

Eligibility by System

Active system	User eligibility without the global override
Zendesk	An active Zendesk account matching the user’s email
AGO Internal	All users
Help Scout	All users
HubSpot	All users
No active system	Ticket creation unavailable

Allow All Users to Create Tickets

Enable ticket creation for all users regardless of external system status:

Configuration (Superadmin only):

This setting is configured at the system level via the backend configuration or Config API.

Behavior by System:

System	With Setting Enabled
Zendesk	Users without Zendesk accounts can create tickets using email
HelpScout	Already allows all users (consistent behavior)
AGO Internal	Already allows all users (consistent behavior)

---

AI Instructions Configuration

Configure instructions appended to the AI’s system prompt based on ticket permissions.

Permission-Level Instructions

Configure separate instructions for:

• Extra agent context when the user CAN create tickets
• Extra agent context when the user CANNOT create tickets

This text is not shown to the user. It is added to the agent’s instructions to guide what it says.

Example: Users With Permission

You can help the user create support tickets. When they express a need for
assistance, offer to create a ticket using the available ticketing tools.
Ask for relevant details so the ticket is properly categorized.

Example: Users Without Permission

This user does not have permission to create support tickets directly.
If they request to create a ticket, kindly inform them that they need to
contact their administrator or use alternative support channels.

Configuration via Admin Interface

1. Navigate to AI Studio → Permissions
2. Create or edit a permission
3. Scroll to Ticket Creation Instructions section
4. Fill both “Extra agent context when the user CAN create tickets” and “Extra agent context when the user CANNOT create tickets”
5. Save

---

Denied Message Customization

When users cannot create tickets, display custom markdown messages instead of default behavior.

Message Hierarchy

Priority	Source	Description
1 (Highest)	CustomPermission	Permission-specific message
2	Global Config	default_ticket_creation_denied_message
3 (Lowest)	System Fallback	Default system behavior

Live Preview

The permission editor shows a preview box under the denied message field. It renders your markdown as the user sees it in the chat, and updates as you type.

Markdown Support

Messages support GitHub-flavored markdown:

• Headers (# ## ###)
• Bold and italic (**bold** *italic*)
• Links ([text](url))
• Lists (- item or 1. item)
• Code blocks
• Blockquotes (> quote)

Example Messages

Support Restrictions:

# Contact Support Required

Your account requires **administrator approval** for ticket creation.

Please contact your account manager at:
- Email: [e-mail]
- Phone: [phone]

Or visit our [support portal](https://support.company.com) for assistance.

License Restrictions:

### Upgrade Required

Your current license does not include ticket support features.

[**Upgrade your plan**](https://billing.company.com/upgrade) to access:
- Direct ticket creation
- Priority support
- 24/7 assistance

---

User Permissions

Access Levels

Role	Capabilities
Regular Users	Create tickets for own issues
Account Managers	View tickets from managed organizations
Staff/Admin	Full access to all tickets and configuration

Organization Filtering

• Account managers’ ticket lists are filtered to requesters in their managed organizations.
• Ticket-detail access is checked against the requester’s organization when one is present.
• Tickets without a requester or requester organization are not restricted by this organization check.

---

Integration Points

Business Message Thread Integration

• Tickets linked to conversation threads
• Full conversation context available
• Automatic thread URL inclusion in external systems

Link a Ticket Created in an External Portal

AGO can link a ticket created through an external portal to the conversation that led to it. The ticket keeps its original external ID, so your support team can track it from the AGO conversation without creating a duplicate.

Your backend can link a configured ticketing system and external ID using an AGO API key with conversations:write, including for anonymous chat users. Your integration verifies that the ticket belongs to the customer before sending the association. AGO stores the reference and uses the connector’s existing sync for further updates. See External Ticket Linking.

For Zendesk, linking immediately queues the standard sync for the linked ticket, even when periodic sync is disabled. See Zendesk Ticketing for setup.

Trigger System Integration

• Automatic trigger processing on ticket creation
• Support for custom automation workflows
• Error handling to prevent ticket creation failures

Zendesk Ticket Sync

If you use Zendesk, AGO can automatically sync ticket statuses, assignees, comments, and custom fields back into the admin dashboard. See Zendesk Ticketing — Ticket Sync for setup details.

Analytics Integration

• Ticket creation metrics
• Performance tracking
• Feedback analytics
• Dashboard statistics via API

CSV Export

Export ticket data for external analysis and reporting:

How to Export:

1. Navigate to Tickets in the sidebar
2. Apply desired filters (date range, status, priority, etc.)
3. Click Export to CSV
4. Download the generated file

Exported Fields:

• Ticket ID, Subject, Body
• Status, Priority, Typology
• Requester information (name, email)
• Creation and update timestamps
• Custom field values

Use Cases:

• Monthly support metrics reporting
• SLA compliance analysis
• Trend identification across ticket categories
• Integration with external BI tools

Success Messages

Configure custom messages shown to users after successful ticket creation:

Per-Form Configuration:

Field	Description
success_message_text	Custom plain-text thank you message; Markdown and placeholders are not expanded
success_message_url_label	Text for optional action link

Example:

success_message_text: "Thank you! Your ticket has been created."
success_message_url_label: "View your tickets"

Custom Ticket Link

If you use an external ticketing portal, set the override_url_ticket_user field on a ticket form, or the Ticket URL override on the ticketing system itself (see Configuring a Ticketing System). AGO appends the external ticket ID to this URL and shows the resulting link on the success screen. Users can open the link in a new tab; they are not redirected automatically.

---

Troubleshooting

Issue: Email collection not working for widget users

Problem: Anonymous widget users not prompted for email.

Solutions:

1. Check if user email starts with unknown_ago@
2. Verify widget authentication configuration
3. Check email validation regex

Issue: External system integration failures

Problem: Tickets not created in Zendesk/HelpScout.

Solutions:

1. Verify API credentials and endpoints
2. Check network connectivity
3. Review external system user permissions
4. Validate field mapping configuration

Issue: Custom fields not displaying

Problem: Expected fields don’t appear in form.

Solutions:

1. Check field active status
2. Verify conditional display logic
3. Review field ordering configuration
4. Check user permissions for field access

Issue: Ticket creation denied unexpectedly

Problem: User cannot create tickets despite expected permission.

Solutions:

1. Check user’s custom permission settings
2. Verify “Allow all users” global setting
3. For Zendesk: Check if user exists in Zendesk
4. Review permission hierarchy for conflicts

Issue: Internal messages visible to users

Problem: Users see admin internal notes.

Solutions:

1. Verify message was marked as “Internal”
2. Check filter configuration
3. Review API response filtering

---

Related

• Ticket Form Customization — Customize ticket forms
• Tickets List — Browse tickets
• Tickets Analytics — Ticket metrics
• Ticketing Tool — Agent ticketing tool
• Ticketing Connectors — External integrations
• Set Up Ticket Escalation — Setup guide
• Ticketing Best Practices — Workflow patterns