Tickets
Not every customer issue can be resolved in a single conversation. Some require follow-up, coordination with other teams, or time to investigate. That is where tickets come in.
Tickets in Fyncall give you a structured way to track customer issues from start to finish. Every ticket has a status, a priority, an assignee, and a full history — so nothing slips through the cracks, even when issues span multiple conversations or take days to resolve.
How Tickets Fit Into Your Workflow
Tickets live alongside your conversations. You can create a ticket from any conversation, and every ticket stays linked to the conversation it came from. When the AI agent encounters an issue it cannot handle, it can also create a ticket automatically and escalate it to your team.
Ticket Views
The Tickets section in your left sidebar gives you several views to stay on top of your workload. Each view filters your tickets differently so you can focus on what matters most right now.
All Tickets
Your complete ticket list across the entire team. Use this view when you need a bird's-eye view of everything that is open, in progress, or recently resolved. You can sort and filter by status, priority, assignee, or date.
My Tickets
Tickets assigned specifically to you. This is your personal to-do list — the issues you are responsible for resolving. Start your day here to see what needs your attention.
When you take over or claim a conversation, any open tickets linked to that conversation are automatically assigned to you. You do not need to reassign them manually.
SLA At Risk
Tickets that are approaching or have already breached their SLA deadline. This is your early warning system — if a ticket appears here, it needs immediate attention before the response or resolution time runs out.
Tickets in the SLA At Risk view are sorted by urgency, with the closest-to-breach tickets at the top. Check this view regularly to avoid SLA violations.
Pending
Tickets that are waiting on something — a customer reply, an internal handoff, or additional information before they can move forward. Use this view to track issues that are not blocked but are not actively being worked on either.
AI Escalated
Tickets that were created automatically by the AI agent when it determined that a conversation required human intervention. These tickets include context about why the AI escalated — such as the customer's intent, sentiment, and what the AI already tried — so you can pick up right where the AI left off.
AI-escalated tickets are enriched with additional context including the customer's detected intent, sentiment analysis, a summary of actions the AI already took, and a suggested resolution path. Look for the AI Context section on the ticket detail page.
Creating a Ticket
You can create a ticket from any conversation when an issue needs structured tracking.
How to create a ticket:
- Open the conversation in your inbox.
- Click the Create Ticket button in the conversation header or the right panel.
- Fill in the ticket details:
| Field | Description |
|---|---|
| Subject | A short summary of the issue |
| Description | A detailed explanation of what needs to be resolved |
| Priority | How urgent the issue is (see Priority Levels below) |
| Assignee | The agent responsible for resolving the ticket (defaults to you) |
| Category | The type of issue (e.g., billing, shipping, product, technical) |
- Click Create to save the ticket.
The ticket is now linked to the conversation and visible in your ticket views.
You do not need to fill in every field right away. At minimum, provide a subject and priority — you can always add more detail later as the issue unfolds.
AI-Created Tickets
When the AI agent encounters a situation it cannot resolve — such as a frustrated customer, a complex refund request, or a question outside its knowledge — it automatically creates a ticket and escalates the conversation to your team.
AI-created tickets include:
- Smart categorization — The AI classifies the issue type based on the conversation content, so tickets are pre-sorted into the right category.
- Intent detection — What the customer was trying to accomplish (e.g., "request a refund," "change shipping address").
- Sentiment analysis — How the customer is feeling (satisfied, neutral, frustrated, upset), so you know the emotional temperature before you jump in.
- Actions taken — A summary of what the AI already did or attempted, so you do not repeat steps the customer has already been through.
- Suggested resolution — The AI's recommended next step based on everything it knows about the conversation.
This context saves you from having to read through the entire conversation history before responding.
Ticket Detail Page
When you open a ticket, you see the full picture of the issue on a single page.
Header
The ticket header shows the subject, current status, priority badge, and the assigned agent. You can update any of these directly from the header.
Conversation Link
Every ticket created from a conversation includes a direct link back to the original conversation. Click it to jump straight to the message thread for full context. Similarly, when viewing a conversation, you can see all linked tickets in the right panel.
Activity Timeline
The activity timeline shows everything that has happened on the ticket in chronological order — status changes, reassignments, comments, priority updates, and resolution notes. This gives you a clear audit trail of who did what and when.
AI Context Card
For tickets created by the AI, you will see an AI Context card on the detail page. This card displays:
- The trigger type (e.g., AI escalation, sentiment threshold, workflow rule)
- The detected intent and confidence level
- The sentiment at the time of escalation
- A list of actions the AI took before escalating
- A suggested resolution path
The AI Context card appears only on tickets that were created or enriched by the AI agent. Manually created tickets will not have this section unless the AI later adds context to them.
Ticket Status Lifecycle
Every ticket moves through a defined set of statuses. Here is the full lifecycle:
Here is what each status means:
| Status | What It Means |
|---|---|
| Open | The ticket has been created but no one has started working on it yet |
| In Progress | An agent is actively investigating or working on the issue |
| Waiting on Customer | The agent has responded and is waiting for the customer to reply or provide more information |
| Resolved | The issue has been fixed or answered, pending final confirmation |
| Closed | The ticket is fully complete — no further action needed |
The difference between Resolved and Closed is intentional. Resolved means you believe the issue is fixed. Closed means it has been confirmed as complete. This gives you a buffer to reopen a ticket if the customer comes back with the same issue, without creating a duplicate.
Priority Levels
Every ticket has a priority that determines how urgently it needs attention. Priority affects sort order in your views and drives SLA timers.
| Priority | When to Use | SLA Impact |
|---|---|---|
| Low | Minor issues, feature requests, general feedback — no immediate impact on the customer | Longest response and resolution windows |
| Normal | Standard support issues that need resolution within your usual timeframe | Default SLA timers apply |
| High | Important issues affecting the customer's experience — delayed orders, billing errors, broken functionality | Shorter SLA windows; appears in SLA At Risk sooner |
| Urgent | Critical issues requiring immediate action — service outages, security concerns, VIP customers, severe complaints | Tightest SLA deadlines; immediate visibility in SLA At Risk |
How to change priority:
- Open the ticket.
- Click the priority badge in the ticket header.
- Select the new priority level.
- The change is logged in the activity timeline.
Changing a ticket's priority also adjusts its SLA deadlines. If you escalate a ticket from Normal to Urgent, the SLA clock tightens accordingly — so only escalate when the situation genuinely calls for it.
SLA Tracking
Service Level Agreements (SLAs) help you ensure that every customer issue is addressed within an acceptable timeframe. Fyncall tracks SLA compliance automatically for every ticket based on its priority.
What SLAs Track
| Metric | What It Measures |
|---|---|
| First Response Time | How long until an agent first responds to the ticket after it is created |
| Resolution Time | How long from ticket creation until the issue is fully resolved |
SLA Indicators
Each ticket displays its SLA status so you can see at a glance whether you are on track:
| Indicator | Meaning |
|---|---|
| On Track | Plenty of time remaining before the SLA deadline |
| At Risk | The deadline is approaching — take action soon |
| Breached | The SLA deadline has passed without the required action |
Use the SLA At Risk view in the sidebar to see all tickets that need immediate attention. Address at-risk tickets before they breach — your team's SLA compliance rate depends on it.
How SLA Timers Work
- SLA timers start when a ticket is created.
- The first response timer stops when an agent sends the first reply or comment on the ticket.
- The resolution timer stops when the ticket is moved to Resolved or Closed.
- If a ticket is set to Waiting on Customer, the resolution timer pauses — you are not penalized for time spent waiting on the customer.
- When the customer responds, the timer resumes.
Assigning Tickets
You can assign a ticket to yourself or to a teammate.
How to assign:
- Open the ticket.
- Click the Assignee field in the ticket header.
- Select the agent from the dropdown.
- The assignment is logged in the activity timeline, and the new assignee is notified.
Automatic assignment:
- When you claim or take over a conversation, all open tickets linked to that conversation are automatically assigned to you.
- When an admin assigns a conversation to an agent, linked tickets follow the assignment.
Reassigning a ticket does not reset the SLA timer. The clock keeps running based on when the ticket was originally created, regardless of how many times it changes hands.
Resolving and Closing Tickets
Resolving a Ticket
When you have addressed the customer's issue:
- Open the ticket.
- Click the Resolve button or change the status to Resolved.
- Optionally add a resolution note describing what was done.
- The ticket moves to the Resolved state.
Closing a Ticket
Once you are confident the issue is fully complete and the customer is satisfied:
- Open the resolved ticket.
- Click Close or change the status to Closed.
- The ticket is archived and removed from active views.
Reopening a Ticket
If the same issue resurfaces after resolution:
- Open the resolved ticket.
- Click Reopen or change the status back to In Progress.
- The ticket returns to your active views and SLA timers resume.
Prefer reopening an existing ticket over creating a new one when the customer comes back with the same issue. This keeps the full history in one place and avoids duplicate tracking.
Ticket-Conversation Link
Tickets and conversations in Fyncall are deeply connected. Here is how the link works:
| Direction | How It Works |
|---|---|
| Conversation to Ticket | From any conversation, you can create a ticket or view all tickets linked to it in the right panel |
| Ticket to Conversation | From any ticket, click the linked conversation to jump directly to the message thread |
This two-way link means you never lose context. When working on a ticket, you can always see exactly what the customer said. When chatting with a customer, you can always see the structured progress on their issue.
A single conversation can have multiple tickets — for example, a customer might report a billing issue and a shipping problem in the same chat. Each issue gets its own ticket, both linked to the same conversation.
A ticket always traces back to a conversation — even AI-created tickets include a link to the conversation that triggered the escalation.
Quick Reference
| Action | What It Does | Who Can Do It |
|---|---|---|
| Create Ticket | Open a new ticket from a conversation | Any agent |
| Assign | Set or change the responsible agent | Admins (any agent); non-admins (self only) |
| Set Priority | Change to Low, Normal, High, or Urgent | Assigned agent or admin |
| Change Status | Move the ticket through its lifecycle | Assigned agent or admin |
| Resolve | Mark the issue as fixed | Assigned agent or admin |
| Close | Confirm the ticket as fully complete | Assigned agent or admin |
| Reopen | Return a resolved ticket to active work | Assigned agent or admin |
| Add Comment | Leave an internal note on the ticket | Any agent |
What's Next?
- Managing Conversations — Learn how conversations and tickets work together through claiming, assigning, and resolving
- AI Copilot — Use the AI Copilot to summarize conversations, draft replies, and get context on tickets
- Conversation Queues — Understand how your inbox queues help you prioritize work alongside tickets