Managing Tickets

Tickets are the core workflow in DeskClone. Whether they come from inbox monitoring, the support form, a chat handed to a person, or manual creation, tickets are where your team tracks and resolves support requests. DeskClone 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:

• Subject - the subject line (from email) or a summary of the request
• Client and Reporter - who the request is for and who raised it
• Status and Priority - where it stands and how urgent it is
• Source - how it arrived (email, chat, form, manual, or API)
• Assignee - which team member owns 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 a lifecycle as your agent and team work it:

• New - a new ticket has arrived
• Reading the request - your agent is investigating and drafting a response
• Taking action - an approved action is being carried out
• Checking its work - your agent is verifying the result
• Waiting for your OK - the agent has a proposed reply or action waiting for you
• Waiting on the customer - you've answered and the next move is the customer's
• Answered - the ticket is handled
• Handed to a person - your agent passed it to your team
• Closed without an answer - the agent could not complete it, so it needs a person
• Customer stopped replying - the customer went quiet and the ticket was set aside

Status changes are logged, so you can see exactly 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
• Who wrote, and from where - for chat window and form tickets, the visitor's name when they gave one, and a line with the page they wrote from, the site that sent them, their city, browser and device, the language they write in when it isn't English, and the time it is for them now
• Conversation history - the full thread of messages, including the original email or chat window conversation. Email messages show their Cc recipients, and a View original button opens the email exactly as it was sent (remote images blocked until you load them).
• Attachments - files from the email thread or chat window chat, each with a one-line summary. Click one to preview it (images, PDFs, and text render in place); the preview also offers Download and, for documents worth keeping, Add to Knowledge Base, which sends the file through the standard Knowledge Base import flow.
• Jarvis panel - where you can ask Jarvis to help investigate and draft a response

Drafting a Reply

Under the reply box, Draft a reply writes a reply for you from the conversation and the Knowledge Base files you share with customers (never the ones kept for your team). It goes into the box for you to read and change; nothing is sent until you press Send reply. Where the reply needs a fact the conversation and your files don't give, such as a delivery date, the draft leaves a placeholder in square brackets, like [delivery date], for you to fill in. Undo puts the box back as it was.

Above the box, one line says who gets the reply and from which inbox. If their answer won't reach the ticket by itself (inbox checking is paused, or the inbox hasn't been checked in the last hour), a short line under it says so and what to do.

Keyboard: Ctrl+Enter (⌘+Enter on a Mac) sends; Enter alone starts a new line. When a new version appears under the box, Enter takes it (Use this), Tab moves to Keep mine, and Esc keeps yours; the cursor goes back to your text either way.

If you have already written something, the button says Improve my reply, and four quick buttons sit beside it: Shorter, More formal, Friendlier and Fix grammar (which changes only spelling, grammar and punctuation). Each keeps every detail you wrote. The new version appears under the box and your text stays as it is until you press Use this; Keep mine closes it, and after Use this, Restore my version puts yours back until you send. Drafts count toward the same daily limit of 100 as the other AI drafting buttons in your workspace.

Using the Chat Panel to Help

The Jarvis 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"
• Read attachments - "What does the invoice they attached say?" Jarvis reads the extracted text of email attachments page by page, so even long documents are covered. Scanned files with no text layer are the one exception - Jarvis will tell you to open the preview instead of guessing.

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 - DeskClone proposes, you approve.

Approval cards appear in the Jarvis panel with a clear description of what the action will do. You can:

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

When Jarvis proposes a Knowledge Base update (something it learned during the ticket that it wants to save), the approval card shows the exact change as a before/after comparison against the current article. Long changes collapse to the first 40 lines - open View full diff to see everything, which is also what enables the Approve buttons for large changes, so nothing big gets approved unseen. You can edit the proposed text right in the card before approving; your edited version is what gets saved, attributed to you. Knowledge updates always ask each time or per ticket session - there is deliberately no "always allow" for changes to your Knowledge Base.

Ask Anytime

Beyond the per-ticket panel, your team can talk to Jarvis from a team chat linked from the Conversations page. It is a private chat that searches your Knowledge Base and client information to answer your team's own questions: "What's our refund procedure?", "How did we onboard this client?", "How do I reset a password?"

It keeps a history of your chats, offers suggested prompts to get started, and supports the same /scope ClientName command to focus on one client. It is separate from the customer-facing chat window - this one is just for your team.

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. DeskClone can then help investigate and resolve it, just like any other ticket

Handover to a Person

Tickets created when your agent hands a chat over open on why it reached you and the customer's last question; the full chat is on the Conversation tab. When the customer left an email, Reply by email at the top of the ticket opens your email app, addressed to them (their address is under the title). Because that reply leaves from your own inbox, use Mark as answered afterwards, and the ticket moves out of Needs you. A customer who gave no email shows as Website visitor with No email given. You can review these alongside your other tickets and prioritize them by urgency.

① Reply by email opens your email app, addressed to the customer. ② Mark as answered moves the ticket out of Needs you.

Filtering and Searching

The ticket list supports:

• Status filter - narrow to, say, Waiting for your OK or Answered tickets
• Priority and source filters - focus on what is urgent or on a particular channel
• Search - find tickets by keyword in the subject 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.

Handling Tickets From the Chat

Jarvis can find, read and handle tickets from its chat, so you can say "What tickets are open?" or "Assign the late-parcel ticket to me" instead of clicking through. It follows your role: it can do only what you can do on the Tickets page, and it sees only the clients you can see. A ticket you may not open is reported as not found. If your role can't make a change, it says so in plain words, for example "Your role can't delete tickets. Ask an admin of this workspace to make this change."

Finding and reading

• Ask for tickets by status, client, priority or a word in the subject. It answers with a count, at most 20 tickets, and a link to the matching Tickets list. Each ticket is named the way the list names it: the subject, then the customer, with the client. A visitor who left no name or email shows as Website visitor.
• It can read one ticket in full: the details, the thread, and the names of its attachments.
• What customers wrote is shown as quoted text, never taken as instructions. After Jarvis has read it, a change that your customers or team members would see waits for your tap, on a card.

Changes you can undo

Each of these appears in Jarvis's list of changes with its own Undo. Undo puts back only what has not changed since, and tells you which parts it left alone.

• Change a ticket's status, as the status control does. A resolved ticket can only be reopened.
• Change a ticket's subject, description, priority, client, project or resolution.
• Assign a ticket to a team member by name, or to yourself with "me", or unassign it. A new ticket moves to Reading the request when it is assigned.
• Restore a deleted ticket.
• Create a ticket for a client. A ticket always needs a client, so a workspace with no clients is told to add one first. Your team members are emailed about a new ticket, as when you create one yourself, so Undo removes the ticket but cannot recall those emails.
• Add a ticket's attachment to the Knowledge Base, the same as promoting an attachment from its preview. It stays Team only until you share it.

Jarvis can also update an email ticket from its email thread. That only adds what the thread already holds, so there is nothing to undo.

Deleting tickets: always a card

Deleting always waits for your tap. Jarvis puts a Delete 3 tickets? card on your screen. It says "These tickets will be deleted:" and lists each ticket by its subject and customer. Nothing is deleted until you press Delete; Don't delete closes the card.

• The tickets are deleted together, or not at all: if one can't be deleted, none are, and Jarvis tells you which one and why.
• Each client's rule about which ticket statuses can be deleted applies, as it does on the Tickets page. A ticket from your website with no client can be deleted once it is resolved or failed.
• Undo brings the tickets back, and so does Restore on the Deleted Tickets page. If a ticket changed or was deleted again since, Undo leaves it as it is and names it.
• Deleting a ticket for good stays on the Deleted Tickets page. Jarvis can't erase a ticket for good.

Replying to a customer: always a card

Jarvis writes the reply; you send it. It never sends an email by itself, and a sent email can't be recalled. It puts a Send this reply? card on your screen that shows exactly what the customer will get:

• To: the customer's address
• Subject: the subject line the customer will see, for example "Re: Where is my order?"
• From: your own inbox, or "your store's name via DeskClone" when your store has no inbox of its own connected and replying through DeskClone is available to it
• whether their answer will come back to the ticket
• the full message, with your line breaks

Nothing is sent until you press Send reply; Don't send closes the card. If you ask for a newer reply to the same ticket, it replaces the older card.

• If a team member replied since the card was made, or the customer's address, the subject or the inbox changed, nothing is sent and Jarvis tells you why. Ask it to write the reply again.
• The same limits as the ticket's own reply box apply, and Jarvis tells you in the same words when one is reached.
• A ticket with no address is told "This customer didn't leave an email address, so there's nowhere to send a reply." With no inbox connected, "Connect your inbox to reply to this customer." In both cases no card is made.
• Pressing Send reply twice sends once.
• There is no Undo. Jarvis's list of changes shows the reply as sent and marks it No Undo.
• Replying from a ticket is switched on per workspace. Where it is not on yet, Jarvis says "Replying from the ticket isn't switched on for this workspace yet." and makes no card.

What's Next

Tickets from the chat window create conversations that you can review separately. Head to Conversations and Quality to learn about monitoring your chat window's performance and your agent's answer quality.