> ## Documentation Index > Fetch the complete documentation index at: https://help.aichat.com/llms.txt > Use this file to discover all available pages before exploring further. # Helpdesk Ticketing > Create, assign, manage, and resolve customer support requests in Ticketing. Ticketing is currently available for Enterprise only. Please contact [support@aichat.com](mailto:support@aichat.com) for more information to enable this feature. Manage customer support requests from creation to resolution. The Ticketing module allows your support team to continue conversations that require human assistance. When customer requests help through the chatbot, a support ticket is automatically created, allowing agents to track, manage, and resolve the request from a single workspace. ## Before you begin Complete these setups tasks before agents start handling tickets: * Ticketing is enabled for your chatbot. * Agents and supervisors have been added and agents are online. * Ticket assignment settings have been configured. * Operating hours and SLA policies are configured based on your support requirements. ## How Ticketing Works Image (13) 1

## Enable Ticketing Before using Ticketing, create a support team and add the agents who will handle customer requests. Go to **Settings → Support Teams →+Create Team → Create Team.** Add suitable name and description. Click the Support Team created, go to **Add Agents** and select **required agents** to be in the team. IMG 2400 Ezgif Com Video To Gif Converter 1

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## Working with Tickets After a ticket has been created, agents can manage all support requests from **Customer Support → Tickets**. The Tickets dashboard provides a centralized view of every customer request, making it easy to prioritize work, monitor ticket progress, and meet SLA targets. Working With Ticket Img

## Viewing Tickets Tickets are organized into the following statuses to help you quickly identify requests that need attention: | Status | Action | | ----------- | ------------------------------------- | | All | Displays every ticket. | | In Progress | Tickets currently being handled. | | Pending | Waiting for customer or agent action. | | Snoozed | Temporarily paused tickets. | | Resolved | Completed tickets. | Each ticket shows key details such as the **Ticket ID, Reason, Topic, Status, Assignee, and SLA**. The SLA status helps agents identify which tickets require attention based on response and resolution targets. ## Managing Ticket * Opening a ticket gives agents everything needed to continue helping the customer without losing context. * The ticket includes the customer's contact information together with the complete conversation history collected by the chatbot, allowing agents to understand the issue before responding. * Agents also receive in-app notifications and email alerts when new tickets are assigned, including requests created outside working hours. * From the ticket workspace, agents can: | Action | Description | | ----------------------- | :--------------------------------------------------------------------------------------------------------------------------------------------------- | | Reply | Respond using text, attachments, AI-generated replies, or saved shortcuts. | | Manage Multiple Tickets | Work on multiple assigned tickets within your configured ticket capacity. | | Snooze | Temporarily pause a ticket while waiting for more information or further investigation. Snoozed tickets don't count toward your active ticket limit. | | Reassign | Transfer the ticket to another agent or team when additional expertise is required. | | Unassign | Return the ticket to the queue if you're unavailable. Supervisors can then reassign it to another agent. | | Resolve | Close the ticket after the customer's issue has been resolved. Resolved tickets contribute to SLA reporting and performance metrics. | ## Configuring Tickets Administrators can configure how tickets are created, assigned, and managed to match their support workflow. They can also manage response shortcuts to help agents respond faster and more consistently. ### Ticket Creation Ticket creation determines how chatbot conversations become support tickets. By default, Ticketing creates a support ticket after collecting the customer's details and automatically includes the complete conversation history. Ticketing Flow

You can customize the **trigger phrases, required customer information, confirmation and error messages, and agent notifications** based on your support workflow. ### Team Assignment Support teams help organize agents and ensure tickets are assigned to the right people. Image (36)

Add agents and supervisors, assign skills, monitor their Online or Offline availability, and decide whether teams should inherit global settings or use their own configuration. Tickets can then be assigned **manually or automatically using load balancing**. You can also set the maximum active tickets per agent and define what happens when agents reach capacity. ### Operation Hours & SLA Operating Hours determine when your support team is available, while SLA policies define how quickly requests should be handled. 1. **Operating Hours** Configure your support schedule by setting your **business hours, time zone, and public holidays**. Operation (3)

Tickets created outside working hours remain in the queue until support resumes. 2. **SLA Policies** SLA (2) (2)

3. **Define your service targets using:** | **SLA Metric** | **Description** | | :---------------------------- | :-------------------------------------------------- | | **First Response Time (FRT)** | Time taken to send the first response. | | **Next Response Time (NRT)** | Time between subsequent customer and agent replies. | | **Resolution Time (RT)** | Total time taken to resolve a ticket. | > SLA performance is tracked for every ticket and helps supervisors monitor compliance, identify breaches, and prioritize urgent requests. #### 4. Notifications & Customer Queue Notifications help your support team stay informed throughout the ticket lifecycle, while queue settings improve the customer waiting experience. Configure notifications for **new assignments, reassignments, unassigned tickets, after-hours requests, SLA breaches, and queue backlogs** so your team can respond to important ticket updates promptly. Q (2)

For customers waiting in the queue, you can display their **estimated wait time, queue position, and maximum wait time**, and provide a confirmation message if they choose to leave the queue ## Monitoring Ticket Performance Once Ticketing is in use, supervisors can use the **Analytics** dashboard to monitor support performance, review ticket topics, identify request trends, and improve routing and reporting. Image (37)