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

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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

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 Settings → Integrations → API Configuration
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
• No advanced routing or automation rules (use Triggers for automation)

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

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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
• Select dropdown
• Multi-select
• Boolean checkbox
• Textarea

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. Pre-filled values are marked with a sparkles icon so users can review before submitting. Customize the extraction behavior with a system prompt on each form.

See Ticket Form Customization — AI Prefilling for configuration details.

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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

When viewing a ticket:

1. View all messages in chronological order
2. Send responses directly from the ticket interface
3. Add internal notes visible only to other administrators
4. Filter messages to show/hide internal communications

Message Flow

Sending Messages

1. Navigate to ticket detail page
2. Scroll to Messages section
3. Type message in text area
4. Check “Internal message” for admin-only visibility
5. Click “Send”

Email Notifications

The messaging system includes automatic email notifications:

For Users:

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

For Admins:

• Notifications when users reply to tickets
• Configurable per-admin notification preferences

Configuration:

• Email notifications are enabled by default for AGO Internal
• For external systems (Zendesk, HelpScout), notifications are handled by the external platform

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Permission Configuration

Ticket Creation Permissions

Control who can create tickets through:

1. Custom Permission settings - Per-user-type configuration
2. Global AGO Config - System-wide defaults
3. Allow all users - Override to enable all users

Permission Hierarchy

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)

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AI Instructions Configuration

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

Permission-Level Instructions

Configure separate instructions for:

• When tickets allowed: Instructions for users who can create tickets
• When tickets denied: Instructions for users who cannot create tickets

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 Settings → User Management → Access Control
2. Create or edit a permission
3. Scroll to Ticket Creation Instructions section
4. Configure both “When Tickets Allowed” and “When Tickets Denied” fields
5. Save

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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

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

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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 see only tickets from managed organizations
• Organization-based access control throughout
• Secure data isolation between organizations

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Integration Points

Business Message Thread Integration

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

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
• Organization (if applicable)

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 thank you message (supports markdown)
success_message_url_label	Text for optional action link

Example:

success_message_text: "Thank you! Your ticket #{{ticket.id}} has been created. Our team will respond within 24 hours."
success_message_url_label: "View your tickets"

Custom Redirect URL

If you use an external ticketing portal, set the override_url_ticket_user field on a ticket form or on the ticketing system itself. After ticket creation, users are redirected to that URL instead of seeing the default success screen. This is useful when your users track tickets in a separate portal (e.g., Zendesk Help Center or a custom status page).

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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

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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