How Tickets are Created
Automatic Creation
If configured in the system prompt, the agent can offer to create a ticket when it doesn’t know the answer.“I’m sorry, I don’t have that information. Would you like me to open a support ticket for you?”
Manual Creation
Users can also request to open a ticket at any time by chatting with the agent.Ticket Workflow
- Collection: The agent asks the user for their email and a description of the issue.
- Creation: A ticket is created in the Deflect.
- Notification: Your support team is notified through the dashboard.
- Resolution: Support agents can view and manage tickets in the Tickets section of the dashboard.
Ticket Fields
Each ticket contains:- User Email: For follow-up communication.
- Subject: A brief summary of the issue.
- Description: The full details provided by the user.
- Status:
- Open — Ticket needs attention.
- Pending Internal — Waiting for your team to take action.
- Pending User — Waiting for the user to respond.
- Resolved — Issue has been resolved.
- Priority: (Low, Medium, High, Urgent).