Ticketing Module - User Guide

Overview

The Ticketing module provides a comprehensive customer support and issue tracking system that integrates seamlessly with your business intelligence platform. It automatically converts emails and other communications into organized tickets, enabling efficient customer service management with AI-powered assistance for response generation and issue analysis.

The system features automated ticket creation from multiple sources, intelligent assignment, priority management, and AI-assisted response suggestions, all while maintaining detailed tracking and reporting capabilities.

Note: This module requires the ticketing module to be enabled for your company. Email integration requires proper IMAP/SMTP configuration, and AI features depend on available agents.

Intelligent Ticketing Workflow

🎫 From Communication to Resolution

The ticketing system transforms customer communications into structured support workflows:

Incoming Communication → Ticket Creation → AI Analysis → Assignment & Prioritization → Response & Resolution → Knowledge Integration

Step 1: Automatic Ticket Creation

Email Integration: Automatic conversion of emails to tickets
Smart Parsing: Intelligent extraction of ticket information from messages
Thread Detection: Automatic linking of related communications
Attachment Processing: Secure handling and storage of file attachments

Step 2: AI-Powered Analysis

Content Analysis: AI examination of ticket content and context
Priority Assessment: Intelligent priority assignment based on content
Classification: Automatic categorization of support issues
Knowledge Integration: Connection with existing business data

Step 3: Intelligent Assignment

Smart Routing: Automatic assignment based on content and expertise
Workload Balancing: Distribution considering current assignments
Escalation Rules: Automated escalation for urgent issues
Team Coordination: Seamless collaboration features

Step 4: AI-Assisted Responses

Response Suggestions: AI-generated response recommendations
Context Awareness: Responses consider customer history and business data
Template Management: Reusable response templates
Quality Enhancement: AI-powered response improvement suggestions

🤖 AI-Powered Support Features

Intelligent Response Generation:

Context-Aware Suggestions: AI analyzes ticket content and customer history
Business Data Integration: Responses reference relevant company information
Multi-Language Support: Automatic detection and appropriate responses
Tone Optimization: Professional and appropriate communication style

Smart Ticket Management:

Priority Intelligence: AI-driven priority assignment based on content analysis
Pattern Recognition: Identification of recurring issues and trends
Escalation Triggers: Automatic flagging of issues requiring attention
Performance Analytics: Insights into support team efficiency and customer satisfaction

Advanced Response Generation

🧠 AI Response Modes

Automatic Response Suggestion: The system provides fully automated response suggestions based on ticket content and context:

Complete Analysis: AI reviews entire conversation history and ticket context
Knowledge Integration: Responses incorporate relevant business information from your Knowledge Base
Professional Tone: Automatically generated responses maintain professional communication standards
Context-Aware Content: AI considers customer type, issue complexity, and business relationships

Custom Prompt Mode ("Explain" Functionality): For more nuanced responses, you can provide additional context or specific instructions:

Custom Instructions: Add specific guidance for response generation (e.g., "Focus on troubleshooting steps", "Emphasize our commitment to customer satisfaction")
Contextual Refinement: Provide additional context that the AI should consider when generating responses
Domain-Specific Knowledge: Reference specific products, services, or policies in your instructions
Tone Adjustment: Request specific communication styles or approaches

Interactive Response Improvement: Once a response is generated, you can iteratively improve it:

Refinement Instructions: Provide feedback on generated responses (e.g., "Make it more concise", "Add technical details", "Be more empathetic")
Iterative Enhancement: Continue conversation with AI to perfect the response
Learning from Feedback: AI learns from your improvements to provide better future suggestions
Quality Control: Ensure responses meet your specific standards and requirements

✏️ Manual Response Creation

Rich Text Editor:

Professional Formatting: Full-featured editor with text formatting capabilities
Template Integration: Access to pre-defined response templates
Attachment Support: Include relevant files and documents in responses
Draft Management: Save and edit response drafts before sending

Hybrid Approach:

AI Starting Point: Begin with AI-generated suggestions and manually refine
Template Customization: Use templates as foundation and customize for specific situations
Context Addition: Manually add specific details that AI might not have access to
Personal Touch: Add personalized elements that reflect your company's voice

Response Generation Workflow

🚀 Automatic Response Process

Initial Response Generation:

Context Analysis: AI reviews complete ticket history and customer information
Knowledge Query: System searches relevant business documents and FAQ information
Response Creation: AI generates comprehensive response addressing customer concerns
Formatting: Response automatically formatted for professional email delivery
Review Option: Generated response presented for review before sending

Custom Prompt Enhancement:

Base Generation: Start with automatic response suggestion
Add Instructions: Provide specific guidance or context (e.g., "Include warranty information", "Refer to our new policy")
Regeneration: AI creates new response incorporating your instructions
Quality Review: Review enhanced response for accuracy and completeness
Send or Refine: Send directly or continue refinement process

🔧 Response Improvement Features

Iterative Enhancement Process:

Improvement Instructions Examples:

Tone Adjustment: "Make this response more sympathetic and understanding"
Content Enhancement: "Add specific steps for troubleshooting the reported issue"
Length Modification: "Make this response more concise while maintaining key information"
Technical Detail: "Include more technical explanation for advanced users"
Policy Reference: "Add reference to our refund policy and procedures"

Continuous Learning:

Response History: AI learns from approved responses to improve future suggestions
Pattern Recognition: System identifies successful response patterns for similar issues
Company Voice: AI adapts to your organization's communication style over time
Quality Metrics: Track response effectiveness and customer satisfaction

📝 Response Creation Interface

AI Suggestion Panel:

Generate Response: One-click generation of contextual response suggestions
Custom Prompt Field: Text area for providing additional instructions or context
Regenerate Options: Multiple response variations based on different approaches
Knowledge Integration: Display of relevant business information used in response generation

Improvement Tools:

Improvement Instructions: Dedicated field for providing enhancement guidance
Session Continuity: Maintain conversation context through multiple improvement iterations
Compare Versions: View different response versions to select the best option
Quick Actions: Common improvement presets (make shorter, add details, change tone)

Manual Editing:

Rich Text Editor: Full formatting capabilities for manual response creation
Template Library: Access to pre-defined response templates
Merge Options: Combine AI suggestions with manual content
Preview Mode: See how response will appear to customer before sending

Ticket Source Configuration

📧 Email Integration Setup

IMAP/SMTP Configuration: Configure email sources to automatically convert emails into tickets:

IMAP Settings: Incoming mail server configuration for ticket creation
SMTP Settings: Outgoing mail server for sending responses
Folder Management: Automatic processing of inbox and sent folders
Authentication: Secure connection with email providers

Email Processing Features:

Thread Linking: Automatic association of email threads with existing tickets
Attachment Handling: Secure processing and storage of email attachments
Sender Recognition: Customer identification and history integration
Duplicate Prevention: Smart detection to avoid duplicate ticket creation

🔗 Multiple Source Support

Extensible Architecture:

Email Sources: Primary support communication channel
API Integration: Programmatic ticket creation capabilities
Web Forms: Direct website integration possibilities
Custom Sources: Extensible framework for additional communication channels

Source Management:

Multiple Configurations: Support for multiple email accounts and sources
Source Tracking: Clear identification of ticket origins
Source-Specific Rules: Custom processing rules per source
Testing Capabilities: Connection validation and troubleshooting tools

Main Interface

Tickets Dashboard

When you access the Ticketing module at /tickets, you'll see:

Tickets List: Comprehensive table of all support tickets
Advanced Filtering: Multi-criteria filtering and search capabilities
Status Management: Visual status indicators and quick actions
Assignment Controls: Team member assignment and workload distribution

Ticket Information Display

Table Columns:

ID: Unique ticket identifier for tracking
Title/Subject: Descriptive title extracted from communication
Status: Current ticket state (Open, In Progress, Closed)
Priority: Urgency level (Low, Medium, High, Urgent)
Source: Origin of the ticket (email account, API, etc.)
Assignee: Responsible team member
Last Activity: Most recent communication or update
Unread Messages: Count of unread customer communications

Status Indicators:

🟢 Open: New tickets requiring attention
🟡 In Progress: Tickets being actively worked on
🔴 Closed: Resolved tickets
🟠 Reopened: Previously closed tickets with new activity

Priority Levels:

🔴 Urgent: Critical issues requiring immediate attention
🟠 High: Important issues with significant business impact
🟡 Medium: Standard support requests
🟢 Low: Minor issues or general inquiries

Ticket Operations

✅ What You Can Do

Ticket Management:

View All Tickets: Access comprehensive ticket list for your company
Advanced Search: Find tickets by title, customer, content, or participants
Filter & Sort: Multi-criteria filtering with customizable views
Status Updates: Change ticket status through workflow stages
Priority Management: Adjust priority levels based on business impact
Assignment Control: Assign tickets to team members

Communication Management:

Send Responses: Reply to customers directly through the platform
AI Response Suggestions: Get intelligent response recommendations with custom prompts
Response Improvement: Iteratively enhance responses with AI assistance
Manual Response Creation: Create custom responses using rich text editor
Attachment Support: Include files and documents in responses
Thread Continuity: Maintain conversation history and context

Advanced Features:

AI Analysis: Generate insights and summaries from ticket content
Knowledge Integration: Access relevant business data during resolution
Template Management: Use and create response templates
Bulk Operations: Handle multiple tickets simultaneously
Export Capabilities: Generate reports and extract ticket data

🔄 Ticket Lifecycle Workflow

Automatic Ticket Creation:

Email Receipt: Customer email arrives at configured support address
Content Analysis: AI analyzes email content, attachments, and context
Ticket Generation: System creates structured ticket with extracted information
Smart Assignment: Automatic assignment based on content and team expertise
Notification: Team members notified of new ticket creation
Customer Confirmation: Optional automated acknowledgment to customer

Response and Resolution:

Ticket Review: Support agent reviews ticket content and AI analysis
Response Options: Choose between AI suggestions, custom prompts, or manual creation
Response Enhancement: Use improvement features to perfect customer communication
Quality Review: Final review of response before delivery
Response Delivery: Email sent to customer with tracking information
Status Updates: Ticket status updated based on resolution progress
Knowledge Capture: Important information integrated into Knowledge Base

📊 Integration with Platform Intelligence

Knowledge Base Integration:

Tickets automatically reference relevant business information
Customer history and previous interactions accessible during resolution
Solutions and responses contribute to organizational knowledge
Cross-referencing with contracts, orders, and business documents

AI-Enhanced Support:

Context-Aware Responses: AI considers customer history and business data
Solution Suggestions: Recommendations based on similar past issues
Escalation Intelligence: Automatic identification of complex issues
Performance Analytics: Insights into support effectiveness and trends

❌ What You Cannot Do

Access Restrictions:

Cannot view tickets from other companies
Cannot access tickets assigned to other users (unless shared)
Cannot modify system-generated metadata or audit trails
Cannot delete tickets (only close or archive)

Configuration Limitations:

Cannot modify email source configurations without administrator access
Cannot create custom ticket sources without development support
Cannot bypass authentication requirements for email sources
Cannot access raw email server logs or connection details

Response Constraints:

Cannot send responses from unconfigured email addresses
Cannot modify AI analysis algorithms directly
Cannot access deleted or archived email communications
Cannot override system security and encryption settings

Advanced Features

🔧 AI-Powered Response Generation

Intelligent Suggestions:

Context Analysis: AI reviews entire ticket history and customer background
Solution Matching: Comparison with similar resolved tickets
Business Data Integration: Incorporation of relevant company information
Response Optimization: Professional tone and clarity enhancement

Custom Prompt Capabilities:

Specific Instructions: Guide AI response generation with detailed instructions
Domain Knowledge: Reference specific products, services, or company policies
Tone Specification: Request specific communication styles (formal, friendly, technical)
Content Focus: Direct AI attention to specific aspects of customer inquiry

Response Quality Features:

Grammar and Style: Automatic improvement of language and clarity
Professional Tone: Ensure appropriate business communication style
Completeness Check: Verification that all customer questions are addressed
Follow-up Suggestions: Recommendations for next steps or additional support

🎯 Smart Ticket Analytics

Performance Monitoring:

Response Time Tracking: Measurement of support team efficiency
Resolution Analytics: Analysis of ticket resolution patterns
Customer Satisfaction: Integration with feedback and rating systems
Workload Distribution: Balance monitoring across team members

Business Intelligence:

Issue Trend Analysis: Identification of recurring problems
Customer Pattern Recognition: Understanding of support request patterns
Product Issue Tracking: Connection between support tickets and product issues
Seasonal Analysis: Recognition of cyclical support patterns

📈 Workflow Automation

Automated Processing:

Priority Assessment: AI-driven priority assignment based on content
Auto-Assignment: Intelligent routing based on expertise and availability
Escalation Rules: Automatic escalation for unresolved urgent issues
Follow-up Reminders: Automatic reminders for pending responses

Integration Workflows:

Knowledge Base Updates: Automatic capture of solutions and procedures
CRM Integration: Customer information synchronization
Reporting Automation: Scheduled reports and analytics delivery
Quality Assurance: Automated review and improvement suggestions

Integration Benefits

🔗 Cross-Module Intelligence

Knowledge Base Module:

Support solutions automatically contribute to organizational knowledge
Customer information and interaction history enhance support context
Business data accessible during ticket resolution
Cross-referencing with contracts, orders, and company documents

Dashboard Module:

Support metrics and performance analytics in business dashboards
Real-time tracking of support KPIs and team performance
Customer satisfaction trends and analysis
Integration with overall business intelligence

Files Module:

Ticket attachments processed through intelligent file analysis
Customer documents analyzed and integrated into business knowledge
Attachment categorization and content extraction
Secure file handling and storage

Chat Module:

AI assistant trained on support ticket data and solutions
Natural language queries about customer support patterns
Context sharing between support and internal communications
Unified AI intelligence across support and business operations

🧠 AI Agent Coordination

Intelligence Enhancement: Your ticketing capabilities depend on available AI agents:

Response Generation Agents: Enhanced customer communication capabilities
Analysis Agents: Improved issue categorization and priority assessment
Context Agents: Better integration with customer history and business data
Quality Assurance Agents: Automated response review and improvement

🌐 Communication Integration

Multi-Channel Support:

Email Integration: Seamless email-to-ticket conversion
API Endpoints: Programmatic ticket creation and management
Web Integration: Direct website integration capabilities
Mobile Access: Responsive design for mobile support management

Customer Experience:

Consistent Communication: Professional and consistent response quality
Rapid Response: AI-assisted quick response generation
Context Continuity: Complete conversation history maintenance
Multi-Touch Support: Coordination across multiple communication channels

Maximizing Support Intelligence: The Ticketing module transforms customer support from reactive issue resolution to proactive intelligence gathering. Every customer interaction contributes to your business knowledge, while AI assistance ensures professional, efficient, and effective customer service. Use the advanced response generation features to maintain high-quality communication while reducing response time and effort.