The Tickets page displays support tickets created when conversations are escalated by your configured escalation rules. You can filter, sort, and update tickets to track resolution progress, review the original conversation, and assign tickets to team members.
The Tickets page displays all escalated conversations as actionable support tickets.
Key Concepts
- Ticket — a record created when an AI conversation triggers an escalation rule. Each ticket captures the original question, the AI response, and metadata about the interaction.
- Status — tracks where a ticket is in the resolution workflow:
Open,In Progress,Resolved, orClosed. - Severity — indicates urgency:
Critical,High,Medium, orLow. - Confidence score — the AI's self-assessed confidence in its response, expressed as a percentage. Lower confidence often triggers escalation.
Viewing Tickets
Tickets appear as cards in list view by default. Each card shows the ticket ID, title, confidence score, assigned agent, creator, status, severity, and creation date. Toggle between List and Table view using the buttons in the top-right corner.
Searching and Filtering
Use the search bar and filter dropdowns above the ticket list to narrow results:
| Filter | Options | Description |
|---|---|---|
| Search | Free text | Searches across user name, question, answer, and ticket ID |
| Status | All, Open, In Progress, Resolved, Closed | Filter by resolution status |
| Severity | All, Critical, High, Medium, Low | Filter by urgency level |
Active filters appear as dismissible chips below the filter bar. Click the X on any chip to remove that filter.
Viewing Ticket Details
Click any ticket card to open the details drawer on the right side of the page.
The details drawer provides full ticket information across three tabs.
The drawer has three tabs:
Details Tab
Displays the ticket metadata:
| Field | Description |
|---|---|
| Ticket ID | Unique identifier (click to copy) |
| Created | Timestamp when the ticket was created |
| Assigned To | The team member responsible for resolution |
| Channel | The communication channel where the conversation occurred |
| Chat ID | Session identifier linking to the original conversation (click to copy) |
| Priority | The ticket's severity level |
| Description | Additional context about the escalation |
Conversation Tab
Shows the original interaction that triggered the escalation:
The Conversation tab shows the question, answer, and AI confidence level.
- Original Question — what the user asked
- Answer — the response that was provided
- AI Response (Raw) — the unfiltered AI response before any post-processing
- AI Confidence — a labeled score with a progress bar showing how confident the AI was in its answer
Audit Tab
Shows governance and tracking information including the audit ID, last update timestamp, governance reason, and a View Conversation in Log link that navigates to the full conversation in the Conversation Logs page.
Editing Tickets
You can update ticket status, severity, and assignment in two ways:
Inline Editing
Click directly on a ticket card's Status chip, Severity chip, or Assigned To value to edit it in place. Select the new value from the dropdown or type a new assignee name. Changes save automatically.
Edit Dialog
Click the Edit button on any ticket card to open the edit dialog. The dialog lets you update the status and severity from dropdown menus. Click Save Changes to apply, or Close to discard.
When you change a ticket's status to Resolved, the system automatically records the resolution timestamp. Changing it back to another status clears the resolution record.
Field Reference
| Field | Description | Editable |
|---|---|---|
| Ticket ID | UUID assigned when the ticket is created | No |
| Title | Summary of the escalated conversation | No |
| Description | Additional context from the escalation rule | No |
| Status | Open, In Progress, Resolved, Closed | Yes |
| Severity | Critical, High, Medium, Low | Yes |
| Assigned To | Name or email of the responsible team member | Yes |
| Confidence Score | AI confidence percentage (0–100%) | No |
| Channel | Communication channel (e.g., Teams) | No |
| Created At | Timestamp of ticket creation | No |
| Updated At | Timestamp of last modification | No |
| User | Display name of the person who asked the question | No |
| Question | The original user question | No |
| Answer | The response provided to the user | No |
| Escalation Tag | Indicates the ticket was created by an escalation rule | No |
Tickets are created automatically by escalation rules. You cannot manually create tickets from the Tickets page — configure escalation rules in Settings to control when tickets are generated.
Related Pages
- Conversation Logs — view the full conversation that generated a ticket
- Dashboard — monitor overall platform activity and response metrics
- Settings — configure escalation rules that create tickets
- Guardrails — set content safety policies that may trigger escalations