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Creating Tickets

1. What are tickets used for in Z360?
Tickets are used to track:
  • Customer issues
  • Requests
  • Tasks requiring follow-up
  • Action items coming from conversations
They ensure nothing gets lost and every issue has clear ownership. 2. How can I create a ticket in Z360?
You can create tickets in three ways:
  • Manually from the Add Ticket button
  • Directly from the Inbox conversation
  • Automatically via AI, based on conversation context
3. Do I need to select a communication channel when creating a ticket?
Yes. Tickets are associated with a channel:
  • Email
  • SMS
This determines how follow-ups and replies are handled. 4. What happens if I don’t assign a ticket to anyone?
If no assignee is selected:
  • The ticket is automatically assigned based on default assignees configured in the ticket type
This prevents tickets from remaining unassigned. 5. What information is required to create a ticket?
Minimum recommended fields:
  • Ticket title
  • Status
  • Priority
  • Ticket type
Descriptions and assignees improve clarity but aren’t always mandatory.

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Creating Tickets from Inbox

6. Why should I create tickets from Inbox?
Creating tickets from Inbox:
  • Automatically links the ticket to the conversation
  • Preserves full context (messages, calls, notes)
  • Makes follow-ups easier and clearer
7. Can I create tickets from any conversation type?
Yes. You can create tickets from:
  • Email conversations
  • SMS conversations
  • Phone call conversations

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AI-Generated Tickets

8. How does AI automatically create tickets?
AI continuously analyzes conversation content.
If it detects:
  • An issue
  • A request
  • A follow-up requirement
It automatically creates a ticket and links it to the conversation. 9. What can AI set automatically on a ticket?
AI can automatically set:
  • Ticket title
  • Ticket description
  • Ticket type
  • Priority
  • Assignee (based on rules and availability)
10. Can I edit AI-created tickets?
Yes. AI-created tickets behave exactly like manual tickets and can be edited anytime.

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Viewing & Editing Tickets

11. What details can I see inside a ticket?
Each ticket shows:
  • Title & description
  • Status
  • Priority
  • Type
  • Assignee
  • Linked conversations
12. Can I edit a ticket after creation?
Yes. You can update:
  • Title
  • Description
  • Status
  • Priority
  • Type
  • Assignee
Just click Edit → Update Ticket.

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Deleting Tickets

13. Can tickets be deleted?
Yes, but deletion is permanent and cannot be undone.

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Kanban & List Views

14. What is Kanban view used for?
Kanban view helps you:
  • Visualize tickets by status
  • Track progress easily
  • Identify stuck tickets
15. When should I use List view?
List view is best for:
  • Quick scanning
  • Sorting
  • Searching
  • Managing large volumes of tickets

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Filtering, Sorting & Searching Tickets

16. What filters are available for tickets?
You can filter tickets by:
  • Assignee
  • Status
  • Other configured attributes
17. How can I search for tickets?
Use the search bar to search by:
  • Ticket title
  • Keywords in ticket details

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Ticket Settings (Priorities, Statuses, Types)

18. What are ticket priorities used for?
Priorities define urgency and help teams decide what to handle first. 19. Can I customize priorities?
Yes. You can:
  • Add new priorities
  • Set colors
  • Choose a default priority
  • Edit or delete existing ones
20. Why is status order important?
Status order defines how tickets progress through your workflow and affects Kanban layout. 21. Can I add custom statuses?
Yes. You can create, reorder, and delete statuses to match your workflow. 22. What are ticket types used for?
Ticket types help:
  • Categorize tickets
  • Assign default assignees
  • Route tickets automatically
23. Can ticket types auto-assign tickets?
Yes. Each ticket type can have default assignees.