Working tickets

A ticket is support work that needs a person but not right now: a repair to book, a refund to chase, a question the agent could not answer. Tickets in the console is where your team picks that work up, answers the customer, and closes it.

Tickets arrive from four places:

• Your AI agents, when a customer asks for help the agent cannot finish. The ticket keeps the channel and the conversation it came from.
• Live support, when a customer asked for a person and nobody picked them up in time. See Human handoff.
• Your own systems, through the Tickets API.
• An admin, who raises one by hand with New ticket.

Every new ticket gets an AI summary, a priority-based SLA clock and, if you route automatically, an assignee before anyone opens it.

Who can do what:

Routing and reply settings have their own page: Ticket settings.

Queues, filters and search #

The buttons along the top are queues. Every queue except All shows how many tickets it holds.

The All channels menu narrows the list to tickets that came from WhatsApp, Voice, Web chat, Email or API. Email means a ticket raised with that origin, from the API or by hand. Customers cannot email a ticket in.

The search box matches the ticket reference, the subject, the customer's name and email, the latest message and the tags. It does not match phone numbers. To find a customer by phone, search for them in Contacts and open the ticket from their activity.

The list loads 100 tickets at a time. Load more fetches the next 100. The count above the list, such as 1822 tickets, is the whole queue, not the page.

Reading a row #

Each row shows the channel icon, the customer, the subject, when it last changed and the latest message. Under that:

• the priority (Low, Normal, High, Urgent) and the status;
• a red triangle when an escalation is due;
• a robot icon when the AI has triaged it;
• Unassigned in amber, or a person icon when someone owns it;
• the SLA label (see Priority and SLA).

A red Reply not delivered badge (or 3 replies not delivered) sits on its own line when someone on your team replied and the customer has not received it. That includes a reply waiting for the customer to open a notification. Look for these first: the ticket looks answered, but the customer has heard nothing.

Linking straight to a ticket #

https://console.amomic.in/tickets?ticket=<ticket_id> opens one ticket directly, even when it is not on the first page of the list. The contact panel in Contacts uses this link.

Reading a ticket #

The header shows the subject, then the customer's name, phone and email, the origin channel, the status menu, the SLA label and, when one is due, an Escalation due link. On the right:

• Call, when the customer has a phone number. See Call the customer.
• Claim ticket, when the ticket is active and nobody owns it.
• AI & details, which opens the side panel.

Below the header are three tabs.

AI & details #

The panel holds, top to bottom:

• The reference (for example AM-2B9D5F13), the subject and when it was opened. Quote the reference to the customer; it is the same one the API returns as public_ref.
• Priority, as a menu.
• Assign ticket, as a menu. Admins only. It lists every active member with their role.
• The SLA label and the current owner.
• The escalation box, when there is one. See Escalate and acknowledge.
• AI copilot. See The AI copilot.
• Customer context: email, phone, the conversation thread id, and the ticket's Tags. Type in Add a tag and press Enter or Add. Tags are stored lowercase with spaces turned into hyphens, up to 32 characters each and 20 per ticket.

Statuses and how they move #

Change the status with the menu in the header. It only offers moves that are allowed from where the ticket is now.

New, Open, Pending and Waiting customer are the active statuses. Members only ever see active tickets, so a member who resolves a ticket stops seeing it until it is reopened.

Moving a ticket to Resolved or Closed has two side effects:

• A due escalation on it is marked resolved.
• Any reply still waiting for the customer to open a notification, or held on a setting, is cancelled and shows Never delivered. A customer who finally taps the notification days later is not sent an update on a request you have closed. The words stay on the ticket for your team.

One status change happens on its own: when the customer writes on a ticket that is Waiting customer, Resolved or Closed (for example by tapping Add reply on WhatsApp), the ticket moves back to Open. Nothing else changes a status for you. Replying does not move a ticket to Waiting customer; set it yourself.

Priority and SLA #

Every ticket gets an SLA due time when it is created, from its priority:

The due time is fixed at creation. Changing the priority later does not move it. Raising a Low ticket to Urgent leaves its 72-hour clock in place, so keep an eye on tickets you escalate by hand.

The clock counts calendar hours. It does not pause outside your live hours, at night, or while a ticket is Pending or Waiting customer.

Claim, assign and route #

• Claim ticket makes it yours. It appears on any active ticket nobody owns. Until a member claims a ticket, the reply box reads Claim this ticket before working on it. and the AI copilot is read-only for them.
• A member who opens a ticket someone else owns sees Assigned to another team member. You can view the active ticket, but only its assignee or an admin can work it.
• Admins assign anyone from AI & details → Assign ticket, or choose Unassigned to put a ticket back in the pool.
• Routing decides whether new tickets are assigned automatically. See Ticket settings.

Reply or add an internal note #

The toast tells you what really happened to a reply, not just that it was saved:

Where a reply goes #

A reply does not always travel on the channel the ticket came from:

Every WhatsApp message from a ticket carries an Add reply button. When the customer taps it and types, their answer lands on the ticket.

WhatsApp tickets always reply from the number the customer wrote to. For the other rows, the number comes from Reply settings.

Did the reply reach the customer? #

Under each staff reply is its delivery state.

The line under a reply that has not been delivered explains why, in a sentence. · 3 attempts shows how many tries it has had.

The rules behind these states:

• Three attempts. A failing reply is retried automatically. After the third failed attempt it becomes Never delivered, and the ticket's owner gets a console notification, Reply to AM-… was not delivered.
• Three days. If a customer never opens the notification, the reply becomes Never delivered after three days, with Try calling them. The owner is notified.
• Held replies cost no attempts. They wait for as long as the setting is unfixed, then go out on their own.
• A suspended workspace holds WhatsApp replies. While the workspace is suspended for an unpaid invoice, a WhatsApp reply is held with Sending is paused while this workspace has an unpaid invoice. This reply is kept and sends by itself once the invoice is paid. It goes out without anyone pressing Send again. A reply on an email ticket is not held; it is still sent by email. See When a payment fails.
• Several replies, one tap. If you wrote three replies while the customer was away, one tap on View update delivers all three, in the order you wrote them.
• Send again appears on Not delivered yet — retrying and Never delivered replies, for whoever can work the ticket. It resets the attempt count, because you have presumably just fixed what was wrong. It is not offered on a reply that is only waiting for the customer to open it, because that would send them a second notification.

Before you type: can a reply reach them? #

When something affects delivery, a line above the reply box says so before you write anything. Details opens the Reply delivery dialog.

• Reply delivery information (grey) means the reply will get there, by a route worth knowing about. The usual one: the customer has been quiet for over 24 hours, so they will get a notification first.
• Written replies unavailable (amber) means a written reply cannot reach this customer at all. The dialog says why, and gives you the way out.

The AI copilot #

Every ticket is triaged by AI when it is created. Open AI & details to use the copilot.

The refresh button next to the confidence regenerates everything from the thread as it is now. Do this after the customer has replied. A ticket without an AI reading shows Generate instead.

The copilot never sends anything. A suggested reply goes nowhere until you send it yourself. Members can use it on tickets they have claimed.

Escalate and acknowledge #

Escalate when you are blocked: it needs a decision above your authority, it is urgent, or it is outside what you can do. It is not a substitute for assigning the ticket to someone.

What happens:

• The ticket shows a red triangle in the list and Escalation due in its header, and joins the Escalated due queue. The tracker's Escalations due count goes up.
• If a member escalates an unassigned ticket, it is now theirs. An admin who escalates does not take ownership.
• The reason, who raised it and when are recorded in the AI & details escalation box.

An admin reads the reason in AI & details and chooses Acknowledge, which marks it Escalation acknowledged so the team can see it is owned. Resolving or closing the ticket also clears a due escalation. A ticket can only have one due escalation at a time.

Call the customer #

Call appears in the header of any ticket with a phone number. It opens Call followed by the customer's name.

While a phone-mode call runs, a status chip next to Call reads Calling both phones…, Ringing…, Connecting… or Connected, and finally Call ended, No answer, Line busy or Call failed.

Calling needs at least one active phone number in the workspace; it is the caller ID the customer sees. Without one, the call does not start and you are told Add a phone number to your workspace before calling.

The call is recorded in Calls as a call from a ticket, with who placed it, whether it was a web call or a phone call, and its talk time. It uses your workspace's voice minutes like any other call.

Create a ticket (admins) #

New ticket opens Create ticket.

There is no phone field. That means:

• a hand-made ticket has no Call button;
• a written reply can only reach the customer when the Origin channel is Email and you entered their email address.

For work you need to answer on WhatsApp, let the agent raise the ticket from the conversation. A ticket created through the Tickets API with the customer's phone number gets a Call button, but it still cannot take a written reply (see Where a reply goes).

The tracker #

The Tickets page has two views, switched at the top: Workspace, the queue, and Tracker. The tracker is admin-only. It counts every ticket in the workspace, not one page of them.

SLA risk is a warning, not a breach count. A ticket shows there while you can still act on it.

AI operations analysis #

Analyze now writes a short reading of the workload: where the pressure is, what to do first, who is carrying too much. It is generated from the same figures, stamped with the time it ran, and does not refresh itself. Choose Refresh analysis when the numbers have moved. It changes nothing on the page; treat it as a summary of what you can already see.

Team workload #

One row per person who currently owns at least one ticket, in any status, with their role:

The table is sorted by Open, busiest first. Someone with no tickets at all does not appear.

Troubleshooting #

I can't reply: the box says Claim this ticket before working on it. Choose Claim ticket in the header. If there is no Claim button, someone else owns it; ask them or an admin.

A ticket disappeared from my list. It was resolved or closed. Members only see active tickets. Ask an admin, who can see the Resolved and Closed queues and reopen it. It also comes back as Open by itself if the customer writes on it again.

The list says Reply not delivered but the ticket looks answered. Open it and read the line under the last reply. Most often the customer has not opened the WhatsApp notification yet. If it is urgent, call them.

A reply has said Held — waiting on a setting for hours. Nothing will move until the setting is fixed. The line under the reply names it; usually an admin needs to choose a number in Reply settings. If it says the workspace has an unpaid invoice, the reply goes out by itself once an owner pays it on Billing.

I raised the priority but the SLA did not change. The due time is set when the ticket is created and does not move. See Priority and SLA.

Search can't find a customer by phone number. Search does not cover phone numbers. Find the customer in Contacts and open the ticket from their activity.

Web call says Not set up. In-browser calling is not enabled for your workspace. Use Call on my phone.

Related #