Ticket list and details

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.

​

My Work view

This view shows the sessions you are responsible for. Four summary cards appear at the top. Each row shows key information: ticket number / title / status / requester / message count / last updated time. Use the ”…” menu at the right end of a row to perform the following actions.

​

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.

​

Information displayed

​

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.

​

Filters and search

The ticket list supports the following filters. The text search filters by title or requester name.

​

Confirmation dialogs

Actions such as close, escalate, and return to AI show a confirmation dialog. Review the details before proceeding.