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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
  • Explain the purpose of each ticket category
  • Assign default assignees
  • Route tickets automatically
23. Can ticket types auto-assign tickets?
Yes. Each ticket type can have default assignees. 24. Can ticket types have descriptions?
Yes. Add descriptions to document when each type should be used. This helps teammates choose the right type and gives AI better context when creating or categorizing tickets. 25. What kind of icon can I use for a ticket type?
Use one valid emoji icon. Words, aliases, multiple emoji, and unsupported symbols are rejected so ticket types stay consistent in lists, cards, and settings screens.