> ## Documentation Index
> Fetch the complete documentation index at: https://ago.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# 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

***

<Steps>
  <Step title="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](../tools/ticketing-tool) for all configuration options.
  </Step>

  <Step title="Configure When to Create Tickets">
    Add clear escalation rules to your agent's prompt:

    ```markdown theme={null}
    ## 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)
    ```

    <Tip>
      Be specific about when to escalate. Vague rules like "when you can't help" lead to too many — or too few — tickets.
    </Tip>
  </Step>

  <Step title="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](../features/ticket-form-customization) for all options.
  </Step>

  <Step title="Connect an External Ticketing System (Optional)">
    If you use an external ticketing system, connect it to route tickets automatically:

    | System    | Connector                                                              |
    | --------- | ---------------------------------------------------------------------- |
    | HelpScout | [HelpScout Integration](../data-connector/helpscout-integration)       |
    | HubSpot   | [HubSpot Integration](../data-connector/hubspot-integration)           |
    | Zendesk   | [Zendesk Integration](../data-connector/zendesk-ticketing-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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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](../features/tickets-list) and [Tickets Analytics](../features/tickets-analytics).
  </Step>
</Steps>

## 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 |

***

## Related

* [Ticketing](../features/ticketing) — ticketing feature overview
* [Ticketing Tool](../tools/ticketing-tool) — tool configuration reference
* [Ticket Form Customization](../features/ticket-form-customization) — form field configuration
* [Ticketing Connectors](../data-connector/ticketing-connectors) — external system integration
* [Ticketing Best Practices](./ticketing-best-practices) — workflow design patterns