Tickets

Browse and manage support tickets created from conversations

The Tickets page displays all support tickets created through your AI agents, providing a centralized view of escalated issues with filtering and export capabilities.

Tickets List

Accessing the Tickets List

Navigate to Tickets in the sidebar.

You need Admin or Account Manager permissions to access the Tickets page.

Ticket Table

The table displays tickets with the following columns:

Column	Description
Subject	Ticket subject line and external ID (if synced)
Status	Current ticket status
Priority	Priority level (Low, Normal, High, Urgent)
Email	Requester’s email address
Assignee	Team member the ticket is assigned to, or “Unassigned”
Created At	When the ticket was created

Click any row to open the ticket detail view.

Primary Filters

These filters are always visible:

Filter	Description
Start Date	Show tickets from this date onwards
End Date	Show tickets up to this date
Agent	Filter by the AI agent that created the ticket
Search	Search ticket subjects and content
Email	Search by requester email address

Secondary Filters

Click “More filters” for additional options:

Filter	Description
Status	Filter by ticket status
Priority	Filter by priority level
User Type	Filter by requester’s permission level
Organization	Filter by requester’s organization
Tags	Filter by ticket tags (multiselect, AND logic — tickets must have all selected tags)
Custom Fields	Filter by any custom enum fields configured in your ticket forms

Custom field filters automatically appear based on your ticket form configuration.

Status Badges

Ticket status is displayed with color-coded badges:

Status Type	Badge Color
New, Open	Default
In Progress, Pending	Outline
Closed, Resolved, Solved	Secondary

Priority Badges

Priority levels use the following colors:

Priority	Badge Color
Urgent	Red (destructive)
High	Red (destructive)
Normal	Default
Low	Secondary

Exporting Data

Click the Export button to download the current filtered results as a CSV file. Exports include:

• All visible columns
• Current filter settings applied
• All custom field values

URL Parameters

The Tickets page supports pre-filtering via URL parameters:

/admin/tickets?requester_email=[e-mail]&start_date=2024-01-01

Supported parameters:

• requester_email
• start_date
• end_date
• user_type
• organization
• agent_name

This is useful for linking to filtered views from dashboards or external tools.

Ticket Detail View

Click any ticket to open the detail view, which shows:

• Full ticket subject and description
• All ticket fields and custom fields
• Associated conversation (if available)
• External ticket link (if synced to Zendesk, Help Scout, etc.)

Assigning Tickets

In the ticket detail view, use the Assignee dropdown to assign a ticket to a team member or set it back to Unassigned. Only internal team members appear in the list.

The assignment shows up in the Assignee column on the tickets list, so you can see at a glance who owns each ticket. Every change is recorded, so you keep a history of who handled the ticket and when.

Assignment is available on tickets managed inside AGO. Tickets synced from an external system (Zendesk, Help Scout, etc.) keep the assignee from that system and are managed there.

Notifications

A bell in the left sidebar shows your in-app notifications, with a badge for the number you haven’t read yet. You get a notification when:

• A ticket is assigned to you (whether a teammate assigns it or a routing rule does).
• Someone else replies on a ticket assigned to you.
• A background agent needs an approval to continue (staff users only), or one of its pending approvals expired. See Action Approvals.

Open the bell to see the list. Click a notification to jump straight to the ticket or conversation; that marks it as read. Use Mark all read to clear the badge in one click. The list refreshes on its own while you work, so you don’t need to reload the page.

Integration with External Systems

If you have a ticketing integration configured (Zendesk, Help Scout, etc.), tickets display:

• External ID: The ticket ID in the external system
• Sync Status: Whether the ticket was successfully synced
• External Link: Direct link to the ticket in the external system

Workflow Tips

Following Up on Tickets

1. Filter by date range to see recent tickets
2. Check priority to identify urgent issues
3. Click to view ticket details
4. Use external link to manage in your ticketing system

Analyzing Ticket Patterns

1. Filter by Organization to see which accounts create most tickets
2. Filter by Agent to compare ticket creation across agents
3. Use Custom Fields to segment by ticket type

Responding to Specific Users

1. Enter email in Email filter
2. View all tickets from that user
3. Click through to see conversation history

Best Practices

1. Review high-priority tickets first: Filter by Urgent/High priority

2. Track unsynced tickets: If external ID is missing, the ticket may not have synced

3. Use organization filter: Identify accounts with frequent issues

4. Export for reporting: Create regular exports for ticket volume analysis

5. Link to conversations: Click through to see the AI conversation that led to the ticket

Related Features

• Tickets Analytics - Dashboard view of ticket metrics
• Ticketing - Configure ticket creation settings
• Ticket Form Customization - Set up custom fields