Managing Tickets

Tickets are the core workflow in DeskClone AI. Whether they come from email monitoring, the support form, widget escalation, or manual creation, tickets are where your team tracks and resolves support requests. Jarvis helps by searching your knowledge base, suggesting responses, and drafting resolutions - but your team stays in control.

Ticket List Overview

Navigate to Tickets in the sidebar to see your ticket list. Each ticket shows:

• Title - the subject line (from email) or a summary of the request
• Status - where the ticket is in your workflow
• Source - how the ticket was created (email, form, widget, manual)
• Created date - when it first appeared
• Assigned to - which team member is handling it

Click any ticket to open its full detail view. You can filter tickets by status, search by keyword, and sort by date or priority.

Ticket Statuses

Every ticket moves through these statuses:

• Open - new ticket, not yet being worked on
• In Progress - a team member is actively investigating
• Resolved - the ticket has been addressed and a resolution sent
• Closed - fully complete, no further action needed

Status changes are logged so you can see the full history of how a ticket was handled.

Working with a Ticket

Click any ticket in the list to open the detail view. You will see:

• Ticket information - title, description, source, timestamps
• Conversation history - the full thread of messages, including the original email or widget conversation
• Jarvis chat panel - where you can ask Jarvis to help investigate and draft a response

Using Jarvis to Help

The Jarvis chat panel on the ticket detail page is where the AI does its work. You can:

• Ask questions - "What does our return policy say about international orders?"
• Request a draft response - "Draft a reply explaining how to reset their password"
• Investigate - "Search our knowledge base for information about this error code"

Jarvis searches your knowledge base, finds relevant content, and writes responses based on what it finds. You review the output before anything is sent to the customer.

Approvals

When Jarvis suggests actions that affect external communication (like sending a response to a customer), it may request your approval first. This is the approval workflow - Jarvis proposes, you approve.

Approval cards appear in the chat panel with a clear description of what Jarvis wants to do. You can:

• Approve - let Jarvis proceed with the action
• Reject - decline and optionally give Jarvis different instructions
• Edit - modify the proposed response before approving

Assigning Tickets

You can assign tickets to specific team members:

Creating Tickets Manually

Not all tickets come from email. You can create tickets manually for requests that come in through other channels (phone calls, Slack messages, in-person conversations):

1. Click the New Ticket button on the Tickets page
2. Add a title and description
3. Assign it to a team member or leave it unassigned
4. Jarvis can then help investigate and resolve it, just like any other ticket

Filtering and Searching

The ticket list supports:

• Status filter - show only open, in progress, resolved, or closed tickets
• Search - find tickets by keyword in the title or description
• Assignee filter - show tickets assigned to a specific team member

Use these to manage your queue efficiently, especially as your ticket volume grows.

What's Next

Tickets from the widget create conversations that you can review separately. Head to Conversations and Quality to learn about monitoring your widget's performance and Jarvis's response quality.