Tickets Overview

Tickets are the central place to track and manage all incoming requests, form submissions, and escalations. Every time a caller answers your intake questions, a visitor submits a web form, or a chatbot escalation is accepted, a ticket is automatically created.

Video walkthrough

How Tickets Are Created

Tickets come from three sources, each shown as a tab on the Tickets page:

  • Intake Forms -- When your AI receptionist collects answers to intake questions during a phone call, a ticket is created with the caller's responses. Navigate to your receptionist configuration to set up intake questions.
  • Web Forms -- When a visitor submits one of your published web forms, a ticket is created with all form field responses. See Web Forms Overview to learn how to build forms.
  • Escalation -- When a chatbot escalation is accepted, a ticket is created to track the follow-up.

Navigating the Tickets Page

Open Tickets from the sidebar. The page header reads Tickets with the description "View and manage all your Tickets."

Source Tabs

If you have web forms with submissions, three source tabs appear at the top:

  • Intake Forms -- Tickets from phone call intake questions.
  • Web Forms -- Tickets from web form submissions.
  • Escalation -- Tickets from chatbot escalations.

Click a tab to switch between sources. Each source has its own set of form workflows.

Workflow Tabs

Below the source selector, workflow tabs show the individual forms or intake workflows within the selected source. Click a tab to view tickets for that specific workflow.

Toolbar

The toolbar provides:

  • Date Range Picker -- Filter tickets by a specific date range.
  • Search -- Search for tickets by question text.
  • View Toggle -- Switch between Card (Kanban board) view and Table view using the segmented control.
  • Export -- Download tickets as a CSV file.

Ticket Statuses

Every ticket has one of three statuses:

  • Open -- New tickets that have not been addressed yet.
  • In Progress -- Tickets that are actively being worked on.
  • Completed -- Tickets that have been resolved.

You can change a ticket's status from either the Card view or the Table view.

Empty States

If no tickets exist for a source, you will see a helpful message:

  • Intake Forms -- Prompts you to create an intake form with a Create an Intake Form button.
  • Web Forms -- Shows "No Active Web Forms" and notes that web forms with submissions will appear automatically.
  • Escalation -- Shows "No Escalation Tickets" and explains that chatbot escalation tickets will appear here.

Next Steps