Support Tickets

The Tickets page is the support team's central workspace: every customer request lands here as its own case with a status, priority, owner, and due date. Support agents can see at a glance what's open, who is handling it, and what is overdue, and can work tickets one by one or in large batches.

What can I do here?

• Search, filter, and sort all tickets (status, priority, channel, department, assignee, language, date range, tags)
• Create a new ticket manually
• Open a ticket and reply, escalate, split, or merge it in the detail panel
• Select several tickets at once and run a bulk action (change status, assign, set priority, set department, tag, mark as spam, delete)
• Save your own sort order as a personal default
• Show tickets with AI quality scoring (the "Quality Score" / "Sentiment" column)
• Translate the conversation into your own language with one click, and have replies translated into the customer's language automatically before sending

Step by step

1. Work a ticket: Click a row in the list to open the ticket in the detail panel with the full conversation history. Type a reply (optionally with a saved signature or attachment), set the status, and send it.
2. Escalate a ticket: In the detail panel, click "Escalate", enter a reason, and confirm. The ticket is automatically reassigned to the handling agent's direct manager, the priority is bumped up one level (e.g. Normal → High), and an internal system note documents the escalation.
3. Work several tickets together: In the list, check the boxes for the tickets you want → pick an action from the bar pinned at the top (e.g. "Change status") → enter the new values in the confirmation dialog → confirm. Maximum 100 tickets per run.
4. Split or merge a ticket: In the detail panel, use the "Split" or "Merge" icons to split one ticket into two separate cases (e.g. when a customer raises two unrelated topics in one ticket) or fold a duplicate ticket into another one.
5. Work without a language barrier: Use the translate icon in the conversation header to display the entire thread in your own interface language (each message carries a "Translated from …" note; translations are cached and load instantly). Simply write replies in your language: if the customer's language differs, a preview of the translated reply appears automatically before sending — "Send translated" sends the translation, "Send original" the untranslated text.

Fields explained

Values & statuses

Status

Priority

Channel

Frequently asked questions

Why don't I see all employees in the assignee dropdown?
Only staff with the support role are offered as possible assignees, so tickets don't accidentally go to colleagues outside support.

What happens if I escalate a ticket but I don't have a manager on file?
The escalation fails because the system cannot determine a recipient. Your manager must be correctly set up in the HR module first.

Can I undo a bulk action?
No, bulk actions apply immediately to all selected tickets. That's why "Delete" shows an extra confirmation dialog.

Why is the Quality Score column empty?
The AI review only runs automatically in the background after a ticket is closed (resolved/closed). Until an analysis exists, the field stays empty.

Why does a ticket sometimes close automatically without me doing anything?
Tickets in "Waiting for Customer" or "Resolved" status are auto-resolved/auto-closed after a set period of inactivity to keep the list current.

Where do I find the ticket details and the contact's other tickets on a phone?
On narrow screens the two side columns of the ticket detail view are hidden so the conversation gets the full width. The ticket header offers two buttons instead: the list icon opens the other tickets of the case, the info icon opens the ticket details (status, priority, assignment, contact). Tapping the same button again or pressing Escape closes the view.

Can I split, merge or escalate tickets on a phone?
Yes. Since 28/08/2026 the three dialogs "Split ticket", "Merge tickets" and "Escalate ticket" open full screen on narrow screens instead of pushing the page sideways. The close button in the top right is reachable without zooming, and the Escape key closes the dialog as well. On tablets and computers they appear as a centred window as before; the merge and escalate dialogs are now slightly wider, so that all three share one width.

How the quality score and sentiment are calculated

Both values come from an AI post-analysis that starts automatically once a ticket reaches the status "Resolved" or "Closed". It runs in the background — either directly on resolve/close, or via an hourly catch-up that scores tickets that were missed.

Important: the three toggleable AI functions for new tickets (language detection, auto-categorisation, sentiment analysis; see Support settings) control the analysis on arrival — the quality score of completed tickets is not affected by them.

As long as no analysis exists (ticket still open, no AI available, or the monthly budget exhausted), both fields stay empty. The values are determined once per ticket and stored.

How to improve the quality score

The score rates the real handling — the lever is the ticket work itself:

1. Resolve the request fully and traceably. A clear, correct close in the conversation raises the rating the most.
2. Reply in a friendly, solution-oriented way. The mood of the conversation feeds into the overall assessment.
3. Close tickets cleanly. Only resolved/closed tickets are rated at all — abandoned ones stay without a score.

Routing by language

So that a Spanish enquiry does not land with someone who speaks no Spanish, language is an exclusion criterion in ticket routing - unlike skills, which only weight a candidate. Anyone who does not speak the required language is not suggested at all, however well they fit otherwise.

Where you set this:

1. On the ticket: the "Assign agent" area starts with the Required language field. It is pre-filled with the language detected on arrival; if the detection is wrong, correct it here. "No language set" switches the language filter off for this ticket.
2. On the agent: in the same area, Show agent languages opens the list of languages the assigned member of staff speaks. Add languages from the drop-down, remove them with the cross on the entry.

Worth knowing:

• A member of staff with no recorded language counts as unrestricted and is still suggested. Recording languages therefore only ever narrows the pool; it never locks out someone whose languages simply have not been captured yet. Such staff show "Languages not recorded" in the suggestion list instead of a confirmed language.
• If nobody speaks the required language, the suggestion list stays empty - but it also tells you why, and how many members of staff were skipped for that reason. The ticket remains assignable by hand from the drop-down.
• Regional variants count as the same language: a ticket in de-AT reaches everyone who has German recorded.
• For existing staff the languages are taken over once from the personnel record, where any are maintained there. A list set by hand is never overwritten in the process.

Which languages are selectable is not built into the product: without your own list, the system's full language catalogue is available. If your team only needs a handful, operators record that list in the support settings under the routing key in the languages field - the selection adapts immediately, with no new software release required.

Related topics

• Customer Inbox
• Support Overview
• Ticket Templates
• Support Quality