> ## 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.

# Your First Ticket in 5 Minutes

> Set up AGO's built-in ticketing and create your first support ticket from a chat conversation

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

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.

    <Tip>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."</Tip>
  </Step>

  <Step title="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
  </Step>

  <Step title="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
  </Step>
</Steps>

## 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](../features/ticket-form-customization)
* **Enable AI prefilling** — Let AI extract ticket details from the conversation automatically. See [AI Prefilling](../features/ticket-form-customization#ai-prefilling)
* **Connect an external system** — Route tickets to Zendesk, HelpScout, or HubSpot instead of AGO Internal. See [Ticketing Connectors](../data-connector/ticketing-connectors)
* **Set up conditional fields** — Show different fields based on user selections. See [Conditional Fields](../features/ticket-form-customization#conditional-fields)
* **Automate with triggers** — Send notifications or route tickets automatically when they are created. See [Ticketing Best Practices](./ticketing-best-practices#automation-with-triggers)

***

## Related

* [Ticketing](../features/ticketing) — Full ticketing feature reference
* [Ticket Form Customization](../features/ticket-form-customization) — Form fields, properties, and options
* [Ticketing Tool](../tools/ticketing-tool) — Agent tool configuration
* [Set Up Ticket Escalation](./setup-ticketing-howto) — Detailed escalation setup guide
* [Ticketing Best Practices](./ticketing-best-practices) — Workflow patterns and optimization