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Introduction
Introduction
Generating Service Tickets allows your AI agent to automatically create support or service tickets during conversations.
Instead of users needing to email support or fill out forms, the AI can identify issues, collect the required details, and create a service ticket in real time, all while keeping the interaction conversational and smooth.
This is especially useful for customer support, e- commerce, IT helpdesks, and operations teams.
What Service Ticket Generation Does
When Service Ticket generation is enabled:
The AI identifies support or issue-related queries
It collects relevant details from the user
A service ticket is created automatically
Tickets are tracked until resolution
Users are notified when their ticket is resolved
This ensures both teams and users stay informed throughout the support lifecycle.
How Service Ticket Creation Is Triggered
Service tickets are triggered based on sample queries configured by the admin.
Admins define examples of queries that should result in ticket creation, such as:
“I’m facing an issue with my order”
“My payment failed”
“Something is not working”
“I need help with my account”
These sample queries help the AI understand when a conversation should result in a service ticket.
Admin Control Over Ticket Generation
Admins manage ticket behavior from AI Actions → Service Tickets.
Admins can:
Enable or disable service ticket generation
Add or update sample queries that define ticket-worthy issues
Control when the AI should ask for ticket details
This ensures tickets are created only when appropriate.
Conversational Ticket Creation Flow
When a user asks a query that matches the configured ticket triggers:
The AI confirms that the user needs help
It asks follow-up questions to understand the issue
Required details are collected conversationally
A service ticket is created automatically
The entire process happens within the conversation, without redirects or forms.
Information Collected for Service Tickets
During ticket creation, the AI can collect:
Name
Email address
Issue description
Order ID or reference (if applicable)
Any additional context shared by the user
The AI adapts questions based on the type of issue.
Service Tickets Table
All generated tickets are stored in the Service Tickets table under AI Actions.
From the Service Tickets table, admins and support teams can:
View all tickets
See ticket creation time and status
Review the issue description
Access the source conversation
Add internal notes or comments
This provides a single source of truth for support issues.
Tickets Across All Channels
Service tickets can be created from conversations across:
Website chat
Website voice
Shopify storefront
VoIP (toll-free inbound calls)
Playground testing
Regardless of where the issue is reported, all tickets appear in one unified table.
Ticket Resolution & User Notification
When a service ticket is marked as resolved:
The ticket status is updated in the Service Tickets table
The user who raised the ticket is automatically notified
The notification confirms that the issue has been resolved
This closes the loop and keeps users informed without requiring manual follow-up.
Notifications for Service Tickets
New Ticket Notifications
New Ticket Notifications
Admins can configure notifications for newly created tickets.
From Settings → Notification Settings, admins can:
Add recipient email addresses
Enable alerts for new service tickets
Ticket Resolution Notifications
Ticket Resolution Notifications
When a ticket is resolved:
The user receives a notification confirming resolution
Teams can also track resolved tickets from the dashboard
This ensures transparency for both users and support teams.
Using Service Tickets with Human Takeover
Service tickets work well alongside Human Takeover.
Common flows include:
AI creates a ticket and hands over the conversation to a human
Human agent adds notes or updates
Ticket status is updated once the issue is resolved
User is notified automatically
This creates a seamless end-to-end support experience.
Best Practices for Service Ticket Automation
Add clear and specific sample queries
Avoid creating tickets for simple FAQs
Ensure enough issue context is collected
Resolve tickets promptly to maintain trust
Use fallback conversations to improve triggers
Good ticket automation improves both efficiency and user satisfaction.
Common Mistakes to Avoid
Using vague or overly generic sample queries
Forgetting to update ticket status
Tickets should always reach a clear conclusion.
How to Test Service Ticket Generation
To test service ticket creation and resolution:
Open Test AI Agent
Ask a ticket-triggering query
Complete the ticket creation flow
Mark the ticket as resolved
Verify the user notification is sent
Testing ensures the full lifecycle works as expected.
What’s Next?
Once service ticket automation is set up, you can extend automation further.
Next User Guides:
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