Tickets

For enrolled workspaces, Tickets sits beside Conversations on the web and after Chats in the mobile tab bar. Escalations keep their name, conversation badges and resolution actions. The new queue makes the work visible outside the inbox.

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Queue and contact panel

The queue groups work into Pending, In progress, Resolved and Cancelled. Open groups expand initially; closed groups load when expanded. Filter by type, assignee, business, channel or conversation. Each row shows title, type, contact, business, human assignee and creation time. Load another page when needed. Contact details includes Tickets with Open / Closed / All. It shows tickets for that conversation only; it does not merge contacts across channels. Select an item for its description, source conversation/message, internal notes and audit history. Item counts are independent of Needs reply.

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Create and complete work

Choose Create ticket from conversation actions (replacing Request manual review). Enter a title; description and human assignee are optional. You can create several tickets even while the conversation has an escalation. General tickets do not pause AI or change unread/Needs reply. Choose Start work to move an item to In progress. Reading, assignment and sending a reply do not start it. Starting an unassigned item assigns you as the human owner. Open general tickets can be resolved or cancelled directly. Titles and descriptions stay editable while open; closed items retain their history and cannot reopen in v1.

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Familiar escalations

An escalation still means human takeover. AI pauses as soon as the escalation is accepted, before anyone starts work. Select a human owner and use Start work to record progress. Assignment follows conversation ownership. Resolving the exact escalation restores AI eligibility subject to other restrictions, and any separate Needs reply obligation remains. Existing reviews appear as tickets with their original history. Older links and clients remain supported. Assignment notifications open the ticket detail in current mobile clients and retain a conversation fallback for older clients. Authorized operator agents can manage the same work through M2M/MCP. Agents have their own audit identity; responsibility remains with people. The guest-facing AI does not automatically create general tickets in v1.

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Knowledge-gap details

Open an escalation to see its saved knowledge-gap category, recorded source titles/count and detection outcome/time when available. Categories include missing knowledge, weak evidence, contradictory sources, outdated/unverifiable evidence and a required live provider result. These explain why the escalation occurred; Pending/In progress/Resolved remain its work status. Source titles do not include source contents. Missing historical context or detection is shown explicitly. Report-only knowledge gaps remain conversation activity and do not automatically create general tickets.