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Working the queue

Working a ticket

Nobody starts from a blank page. When you open a ticket the AI has already summarised it, diagnosed it, named the category, suggested a priority and drafted the reply. Your job is to check and send, or to change course.

7 steps · 6 min read

Before you start

  • A ticket assigned to you.
  1. 1

    Read the summary and the stage banner

    The banner shows where the ticket is in its lifecycle and how many attempts have been made. Below it, the AI's summary, diagnosis and confidence score, with a breakdown of why. The score informs you; it never decides anything on its own.

  2. 2

    Check what the reply is based on

    Every suggested resolution shows "Based on": the knowledge base pages, articles, policies or past tickets it drew on, each a link where one exists. Open them if anything looks off.

  3. 3

    Review and send

    Click Review & Send on the suggestion to open it in the editor. It is labelled as an AI draft until you edit it, and the customer is greeted by name. Change anything you like, then send. What you reviewed is exactly what the customer receives.

    You’ll see: The reply goes out from your support mailbox. The ticket moves to Awaiting customer and its SLA clock pauses.

  4. 4

    Use recommendations for the team

    When something needs doing on your side, the AI says what and why, with the evidence under it. A recommendation is read, not sent, and can be dismissed when it is wrong.

  5. 5

    Add an internal note

    Notes sit in the timeline in a distinct style and are visible only to the team. Nothing internal can reach the customer by accident.

  6. 6

    Keep the customer in the loop

    Each priority level has a customer-update interval. When one is due the ticket shows "update due" and offers a one-click, AI-drafted progress update.

  7. 7

    Close with what fixed it

    Each close records what was wrong and what fixed it. The AI pre-fills it; you confirm in one line. Too-short or copied records are refused, but a close is never blocked by the AI.

    You’ll see: Next time the same problem comes back, in any wording, this record is evidence for the reply, and you are credited when it helps.

Good to know

  • The AI looks again whenever something happens: a reply is sent, the customer answers, says it didn't work, or the ticket is reopened. You can also ask it to refresh.
  • Anyone the customer copies in stays on the ticket and gets every reply. You can add or remove people on the ticket or in the editor.
  • After a resolution the customer can rate the help from 1 to 5 by a single-use link. The rating counts toward whoever sent the answer.

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