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Create a general ticket when a conversation needs a follow-up without requiring human takeover of the whole conversation. For example, a guest can ask about checkout while your team checks luggage storage in a separate ticket.

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Create a ticket

1

Open the conversation

Open Conversations, select the guest and find Tickets in the Info panel.
2

Select Create ticket

Enter a specific Title, such as “Confirm luggage storage after checkout.” Add an optional description explaining what needs to be checked. Choose a human assignee now, or leave it unassigned.
3

Save the work

Select Create ticket. The new item appears in Pending, in both the conversation’s Tickets section and the workspace queue.
Create ticket form with title, optional description and human assignee

A title is required. The description and assignee are optional.

Creating a general ticket leaves the conversation’s AI and reply state as they are. It does not send a guest message. You can create several tickets for the same conversation, including when it already has an escalation.

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Find tickets beside the conversation

Choose Open, Closed or All in the Tickets section. Select an item to inspect or update it. This panel follows the current conversation only.
Conversation Tickets panel with Open, Closed and All filters and several related tickets

Related work stays visible in the conversation's Info panel.

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Assign and start work

Select a person in Assignee from the queue row or ticket detail. Assignment makes ownership clear but leaves the item Pending. Select Start work when work actually begins. If the item is unassigned, starting it assigns it to you. If it already has an owner, that owner stays assigned. General ticket ownership is separate from conversation ownership. You can own a ticket while another team member owns the conversation.

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Add context and notes

Select Edit ticket to update an open general ticket’s title or description. Use the description for the current request and Activity for internal notes and history. Expand Activity, write an Internal note and select Add note. Notes help teammates understand evidence, progress and the next step. They are internal; they do not go to the guest.
In-progress ticket with Alex assigned and an internal note in Activity

The ticket detail shows its owner, status and activity history.

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Resolve or cancel

Select Resolve once the work is complete. Select Cancel ticket when it is no longer needed. A general ticket can be resolved or cancelled from Pending without first starting it. Resolved and Cancelled items keep their history and are read-only. They cannot be reopened or permanently deleted from Tickets. Create a new conversation-linked ticket for new work.
Commerce tickets close from the purchase outcome. Their details offer Commerce actions instead of the general Resolve and Cancel controls. See Commerce tickets.

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If something changed while you were working

If a teammate updated the ticket first, refresh it, read the latest state and apply only the change that is still needed. Avoid repeating an action just because the first response was delayed. If a control is missing, check whether the item is closed, whether it is Commerce-backed and whether your role allows that action. Your workspace administrator can review your access.