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DeskClone Docs

Ticket Sources

Ticket sources are the channels that create tickets in DeskClone AI. Think of your agent as the brain (how Jarvis responds and behaves) and sources as the ears (how support requests reach your team).

Navigate to Tickets > Sources in the sidebar to see and manage all your connected sources.

There are three types of sources:

  • Email monitoring - connects your Gmail or Outlook inbox so incoming support emails automatically become tickets
  • Support form - an embeddable form visitors can fill out on your website to submit a request
  • Widget escalation - when Jarvis cannot resolve a visitor's question in the chat widget, it creates a ticket for your team

Each source feeds into the same ticket list, so your team works from a single queue regardless of how the request arrived.

You do not need all three sources. Start with whichever channel your customers already use. You can add more sources at any time.

Email Monitoring

Email monitoring connects your support inbox to DeskClone AI. When a new email arrives, Jarvis automatically creates a ticket from it - no manual work required. Your support email becomes a pipeline that feeds directly into your ticket queue.

What Email Monitoring Does

Once connected, DeskClone AI periodically checks your email inbox for new messages. When it finds one:

  1. The email is read and parsed (subject, body, sender, attachments referenced)
  2. A ticket is created in your Tickets list with the email content
  3. Jarvis can then help you investigate and resolve the ticket using your knowledge base

This means support emails do not sit in your inbox waiting for someone to notice them. They become trackable, searchable tickets that your team can work through systematically.

Email monitoring creates tickets from incoming email. This is different from Smart Import's email history feature, which imports old email threads as knowledge base content. Monitoring is ongoing; import is a one-time historical pull.

Connecting Gmail

1

Go to Tickets > Sources

Navigate to Tickets > Sources in the sidebar. This is where all ticket sources are configured.

2

Click Connect Google Account

Click the Connect Google Account button. You will be redirected to Google's authorization screen.

3

Grant permissions

Google will ask you to grant DeskClone AI permission to read your email. This is read-only access - DeskClone AI does not send, delete, or modify any emails in your account.

4

Configure your settings

After authorization, you will be returned to the Sources page. Configure:

  • Allowed senders - filter which email addresses or domains create tickets (leave empty to accept all)
  • Poll interval - how often to check for new email

Start with a specific allowed sender list (like your support email alias) rather than accepting all senders. This prevents personal emails or spam from creating tickets.

Connecting Outlook

1

Go to Tickets > Sources

Navigate to Tickets > Sources in the sidebar.

2

Click Connect Outlook Account

Click the Connect Outlook Account button. You will be redirected to Microsoft's authorization screen.

3

Grant permissions

Authorize read access to your Outlook mailbox. Like Gmail, this is read-only.

4

Configure settings

Set your allowed senders and poll interval, same as Gmail.

Both Gmail and Outlook accounts appear on the same Sources page. You can connect multiple accounts if your team uses both providers.

Configuring Allowed Senders

Allowed senders control which incoming emails become tickets. You can filter by:

  • Specific email addresses - only emails from these exact addresses create tickets
  • Domains - any email from @example.com creates a ticket

If you leave the allowed senders list empty, every incoming email will create a ticket. For most teams, setting at least a domain filter is recommended to avoid spam.

Setting the Poll Interval

The poll interval controls how frequently DeskClone AI checks your inbox for new email. A shorter interval means faster response to new emails, but most teams find the default setting works well.

Reconnecting When Auth Expires

Occasionally, your email connection may need to be re-authorized. When this happens, you will see a red Auth Expired badge on the account card.

1

Find the expired account

Go to Tickets > Sources in the sidebar. The affected account will show a red "Auth Expired" badge.

2

Click Reconnect

Click the Reconnect button on the account card. Do not click "Connect Google Account" or "Connect Outlook Account" - those are for adding new accounts.

3

Re-authorize

Complete the authorization flow with Google or Microsoft. All your settings (allowed senders, poll interval, etc.) are preserved - you do not need to configure anything again.

Click Reconnect on the existing account card, not "Connect Google Account" at the top. The reconnect button preserves all your settings. Adding a new account would start fresh.

Support Form

The support form is an embeddable contact form that visitors can use to submit a structured request. Unlike the chat widget (which is a live conversation), the form collects details upfront and creates a ticket for your team to handle.

How It Works

  1. A visitor fills out the form on your website (name, email, subject, description)
  2. The submission is sent to DeskClone AI
  3. A ticket is created in your Tickets list
  4. Jarvis can then help your team investigate and respond, just like any other ticket

Setting Up the Form

The support form uses the same agent and API key as your chat widget. If you have already published your agent, the form is ready to use.

Navigate to Tickets > Sources > Forms to find the form embed code. You can add it to your website's contact page alongside (or instead of) the chat widget.

The support form and the chat widget use the same agent you configured. No extra setup is needed - the form just provides an alternative way for visitors to reach you.

Widget Escalation

When a visitor is chatting with Jarvis through the widget and the conversation reaches a point where Jarvis cannot help further, Jarvis can escalate - creating a ticket for your team.

How Escalation Works

  1. A visitor asks something Jarvis cannot resolve from your knowledge base
  2. Based on your agent's escalation settings, Jarvis offers to connect the visitor with your team
  3. If the visitor agrees, a ticket is created with the full conversation history attached
  4. Your team picks up the ticket and continues the conversation

You can configure escalation behavior in your agent's settings under the Behavior tab. Options include:

  • Create a ticket - Jarvis creates a ticket and lets the visitor know someone will follow up
  • Show email - Jarvis provides your support email for the visitor to reach out directly
  • Show phone - Jarvis provides a phone number
  • Open live chat - if available, Jarvis hands off to a live agent

Even when Jarvis escalates, the visitor gets a helpful experience - Jarvis explains what it could not answer and hands off smoothly. A well-configured escalation is a better experience than a wrong answer.

How Emails Become Tickets

Here is the full flow from inbox to ticket:

  1. Email arrives in your connected inbox
  2. DeskClone AI polls your inbox at the configured interval
  3. Sender check - if you have allowed senders configured, only matching emails proceed
  4. Ticket created - the email becomes a ticket in your Tickets list with the subject as the title and the body as the description
  5. Email thread tracking - replies to the same email thread are grouped together in the same ticket
  6. Team notification - the ticket appears in your ticket list, ready for your team or Jarvis to handle

What's Next

Now that you know how tickets are created, learn how to manage and resolve them in Managing Tickets.

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Managing Tickets

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