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Overview

Tickets in Z360 help you track issues, requests, and tasks that need follow-up or resolution. This guide walks you through manually creating tickets in Z360, creating tickets from the Inbox, and how AI can automatically create tickets based on conversation context.

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Create a Ticket Manually

  • Click Add Ticket
    From your Z360 dashboard, click Add Ticket to begin creating a new ticket.

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Select Communication Channel

  • Choose Email or SMS
    Select Email or SMS to define the communication channel associated with the ticket.
  • SMS Channel Setup
    If SMS is selected:
  • Choose the From phone number
  • Select the contact’s To phone number or enter it manually
  • Select the appropriate country code

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Enter Ticket Details

  • Ticket Title
    Enter a clear and descriptive title for the ticket.
  • Ticket Description
    Add details that explain the issue or request clearly.
  • Ticket Status
    Select the ticket status, such as Open, to indicate it is active.
  • Ticket Priority
    Choose a priority level (Low, Medium, High) to define urgency.
  • Ticket Type
    Select a type/category to route the ticket correctly within your workflow.

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Assign the Ticket

  • Assign to a Team Member
    You can assign the ticket to a specific team member.
    If no assignee is selected, the ticket will automatically be assigned based on the default assignees configured for the selected ticket type.

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Create and View the Ticket

  • Create Ticket
    Click Create Ticket to save and submit the ticket.
  • View Ticket
    After creation, you can click View to review ticket details.
  • Ticket in Inbox
    The ticket will appear in the Inbox, where you can reply, update status, add notes, or set reminders.

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Create a Ticket from Inbox

  • Open a Conversation
    Open any email, SMS, or phone conversation from the Inbox.
  • Select Ticket Option
    Click Ticket from the conversation action selector.
  • Enter Ticket Details
    Fill in the title, description, priority, status, and assignee.
  • Create Ticket
    Click Create to link the ticket directly to the conversation.

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Automatic Ticket Creation Using AI

Z360 can also automatically create tickets using AI when a conversation requires action. How AI Ticket Creation Works
  • AI analyzes the conversation content in real time.
  • If the message indicates an issue, request, or follow-up requirement, AI automatically creates a ticket.
  • The ticket is linked to the conversation for full context.
What AI Can Set Automatically
  • Ticket title and description
  • Ticket type
  • Priority
  • Assignee (based on rules and availability)
This ensures important issues are captured instantly without manual effort.

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Tips

  • Let AI Do the Work: Enable AI ticket creation to avoid missing important customer issues.
  • Use Inbox Ticket Creation: Creating tickets from conversations keeps context intact.
  • Set Clear Ticket Types: Proper ticket types help with automatic assignment.
  • Review AI-Created Tickets: AI-created tickets can still be edited if needed.
  • Prioritize Correctly: Always verify priority levels for urgent requests.