The Tickets screen lists all inquiry sessions and lets you respond, close, reassign, and perform other actions.
Three views
The Tickets screen has three views for different roles.
| View | Shows | Roles |
|---|
| My Work | Sessions assigned to you and sessions where you are a participant | Operator, Admin |
| Team | All operator sessions and unassigned sessions | Operator, Admin |
| Management | All sessions in the organization | Admin only |
The My Work view is displayed by default after login.
My Work view
This view shows the sessions you are responsible for. Four summary cards appear at the top.
| Card | Content |
|---|
| Open | Number of sessions awaiting action |
| In Progress | Number of sessions in progress |
| Resolved | Number of resolved sessions |
| All | Total of the three above |
| Action | Description |
|---|
| View Details | Open the ticket detail panel |
| Claim | Assign an unassigned ticket to yourself |
| Escalate | Escalate to another operator |
| Assign to AI | Hand the session back to the AI agent (human-assigned tickets only) |
| Close Ticket | Close the session |
Team view
Use this view to pick up unassigned sessions or to get an overview of all operator sessions.
Click Claim on an unassigned session row to take ownership.
Management view
This view is available to Admins only. It shows all sessions in the organization with filtering and search. Use it for operational oversight and auditing.
Ticket detail panel
Click any row or select “View Details” to open the ticket detail panel on the right side of the screen.
| Field | Content |
|---|
| Title | Session subject (auto-generated by the AI) |
| Channel | Name or ID of the originating channel |
| Requester | User who submitted the inquiry |
| Status | Open / In Progress / Resolved |
| Assignee | AI / operator name / Unassigned |
| Message count | Number of messages in the session |
| Created | Date and time the session was started |
| Last updated | Date and time of the last message |
| Resolved at | Date and time the session was closed (if closed) |
| Escalated at | Date and time escalation occurred (if applicable) |
Open in Slack
If the session was created via Slack, you can open the original thread in the Slack app or browser directly from the detail panel.
Opening in the Slack app requires the Slack desktop app to be installed.
Filters and search
The ticket list supports the following filters.
| Filter | Options |
|---|
| Status | All / Open / In Progress / Resolved |
| Date range | Last 7 days / 30 days / 90 days / Billing period / All time |
| Session type | All Types / AI / Manual |
Confirmation dialogs
Actions such as close, escalate, and return to AI show a confirmation dialog. Review the details before proceeding.
A closed session cannot be reopened. Make sure the issue is fully resolved before closing.
