Set Up Ticket Escalation

Configure your agents to create support tickets when they can’t resolve an issue

This guide shows you how to configure your agents to create support tickets when they cannot resolve a user’s issue, either using AGO’s built-in ticketing or an external system.

Prerequisites

• At least one agent configured in AGO
• Admin or staff access

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1. Enable the Ticketing Tool

   1. Navigate to AI Studio > Agents and edit your agent
   2. Go to the Tools section
   3. Enable the Ticketing tool
   4. Click Save

   See Ticketing Tool for all configuration options.

2. Configure When to Create Tickets

   Add clear escalation rules to your agent’s prompt:

   ## Escalation Rules
   
   Create a support ticket when:
   - The user explicitly asks to speak with a human
   - The issue requires account-level access you cannot provide
   - You have attempted troubleshooting but cannot resolve the problem
   - The question is outside your knowledge base scope
   
   Before creating a ticket:
   1. Summarize what you have tried
   2. Confirm with the user that they want to create a ticket
   3. Collect relevant details (email, account info if applicable)
   

   Be specific about when to escalate. Vague rules like “when you can’t help” lead to too many — or too few — tickets.

3. Customize the Ticket Form

   Configure what information is collected when a ticket is created:

   1. Navigate to Ticketing > Form Customization
   2. Add or remove fields based on your needs
   3. Set required fields (e.g., email, issue description)
   4. Configure field types (text, dropdown, checkbox)

   See Ticket Form Customization for all options.

4. Connect an External Ticketing System (Optional)

   If you use an external ticketing system, connect it to route tickets automatically:

   System	Connector
   HelpScout	HelpScout Integration
   HubSpot	HubSpot Integration
   Zendesk	Zendesk Integration

   1. Navigate to Ticketing > Connectors
   2. Select your ticketing system
   3. Follow the authentication steps
   4. Configure field mapping between AGO and your system

   If you do not connect an external system, tickets are stored in AGO’s built-in ticket management.

5. Test Ticket Creation

   1. Open a chat with your agent
   2. Ask a question that should trigger ticket creation (e.g., “I need to speak with someone”)
   3. Verify that:
      • The agent follows your escalation rules
      • The ticket form appears with the correct fields
      • The ticket is created successfully
   4. Check the ticket in Ticketing > Tickets List

   If you connected an external system, verify the ticket appears there as well.

6. Review Tickets

   Monitor your ticket flow:

   1. Navigate to Analytics > Tickets
   2. Review ticket volume and trends
   3. Check that tickets contain enough context for your support team

   See Tickets List and Tickets Analytics.

Troubleshooting

Issue	Cause	Fix
Agent never creates tickets	Escalation rules too strict or missing	Review prompt instructions
Agent creates too many tickets	Escalation rules too broad	Make rules more specific
Tickets missing context	Agent does not summarize before escalating	Add summary instructions to prompt
External system not receiving tickets	Connector misconfigured	Check connector settings and authentication

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Related

• Ticketing — ticketing feature overview
• Ticketing Tool — tool configuration reference
• Ticket Form Customization — form field configuration
• Ticketing Connectors — external system integration
• Ticketing Best Practices — workflow design patterns