Skip to main content
In this tutorial, you will set up AGO’s built-in ticketing system and create your first support ticket — from enabling the system to seeing the ticket in your admin dashboard. No external tools required.

​
What You Will Learn

  • How to activate the AGO Internal ticketing system
  • How to create a basic ticket form
  • How to enable the ticketing tool on an agent
  • How to test ticket creation through a chat conversation
  • Where to find and manage tickets in the admin dashboard

​
Prerequisites

  • Admin or staff access to AGO
  • At least one agent already configured
1

Activate the Ticketing System

  1. In the admin sidebar, click Settings
  2. Click Ticket Forms in the settings menu
  3. At the top of the page, find the Active Ticketing System dropdown
  4. Select AGO Internal
  5. Click Save
AGO Internal is the built-in ticketing system — it works out of the box with no API keys or external accounts.
2

Create a Ticket Form

A ticket form defines what information users provide when creating a ticket.
  1. On the same Ticket Forms page, click Create New Form
  2. Give the form a name, e.g., Support Request
  3. Enable Show Subject so users can enter a title
  4. Enable Show Body so users can describe their issue
  5. Leave Priority and Typology off for now — you can add them later
  6. Click Save
  7. Back on the Ticket Forms page, set this form as the Default Form
You now have a simple two-field form: subject and description.
3

Enable the Ticketing Tool on Your Agent

The agent needs the ticketing tool enabled to create tickets during conversations.
  1. In the admin sidebar, click AI Studio
  2. Click Agents in the AI Studio menu
  3. Click on the agent you want to configure
  4. Go to the Capabilities tab
  5. In the Tools section, check Ticketing
  6. Click Save
Your agent can now create tickets when a user asks to escalate.
Add escalation instructions to your agent’s prompt so it knows when to offer ticket creation. For example: “If the user asks to speak with someone or you cannot resolve their issue, offer to create a support ticket.”
4

Test It

  1. Open a conversation with your agent (use the chat widget or the admin test chat)
  2. Say something like: “I need to talk to someone about a billing issue”
  3. The agent should offer to create a ticket
  4. A ticket form appears with the subject and description fields
  5. Fill them in and submit
If the agent does not offer to create a ticket, check that:
  • The ticketing tool is enabled on the agent (Step 3)
  • An active ticketing system is selected (Step 1)
  • Your agent’s prompt mentions when to escalate
5

Find Your Ticket

  1. In the admin sidebar, click Tickets
  2. Your new ticket appears in the list with its subject, status, and creation date
  3. Click on it to see the full details — subject, description, and the conversation thread it came from
From the ticket detail page, you can:
  • Send a response to the user (public message)
  • Add an internal note visible only to other admins
  • Update the ticket status

​
What’s Next

Now that you have basic ticketing working, here are ways to build on it:
  • Add more fields — Add custom fields like category dropdowns, priority selectors, or file uploads. See Ticket Form Customization
  • Enable AI prefilling — Let AI extract ticket details from the conversation automatically. See AI Prefilling
  • Connect an external system — Route tickets to Zendesk, HelpScout, or HubSpot instead of AGO Internal. See Ticketing Connectors
  • Set up conditional fields — Show different fields based on user selections. See Conditional Fields
  • Automate with triggers — Send notifications or route tickets automatically when they are created. See Ticketing Best Practices