Skip to main content

​
Creating Tickets

Ticket didn’t get created
  • Ensure required fields are filled
  • Check that a valid communication channel is selected
  • Verify you have permission to create tickets
Ticket assigned to the wrong person
  • Check default assignees set in Ticket Type
  • Manually assign the correct user during creation
  • Update the ticket type configuration if this happens often
Ticket not appearing in Inbox
  • Tickets appear in Inbox only if linked to a conversation
  • Manually created tickets without conversation context may appear only in the Tickets module

​
Creating Tickets from Inbox

Ticket not linked to conversation
  • Ensure you clicked Ticket from the conversation action selector
  • Creating a ticket outside Inbox won’t auto-link it

​
AI-Generated Tickets

AI didn’t create a ticket
  • The message may not clearly indicate an issue or request
  • AI ticket creation may be disabled
  • Ticket type rules may not be configured properly
AI created too many tickets
  • Review ticket type rules
  • Adjust AI sensitivity or workflow logic
  • Manually merge or close unnecessary tickets

​
Viewing & Editing Tickets

Changes didn’t save
  • Ensure you clicked Update Ticket
  • Refresh and reopen the ticket to confirm changes

​
Deleting Tickets

Delete option not visible
  • Ensure you have permission to delete tickets
  • Check if you’re viewing the ticket in detail mode

​
Kanban & List Views

Tickets missing in Kanban
  • Check selected filters
  • Confirm correct status grouping
  • Ensure the ticket belongs to the active pipeline/status

​
Filtering, Sorting & Searching Tickets

Filters not working
  • Click Apply Filters
  • Reset filters if results look incorrect
  • Ensure tickets actually match selected criteria
Search returns no results
  • Try partial keywords
  • Clear filters before searching
  • Check spelling

​
Ticket Settings (Priorities, Statuses, Types)

Wrong priority applied automatically
  • Check the default priority setting
  • Review ticket type configuration
Status not showing in Kanban
  • Ensure the status exists and is saved
  • Refresh after reordering statuses
Tickets routed incorrectly
  • Review default assignees in ticket type
  • Update type configuration if workflows change

​
Best Practices for Tickets

  • Create tickets from Inbox to keep context intact
  • Use clear, descriptive titles
  • Keep priority levels simple
  • Use Kanban for daily workflow tracking
  • Let AI capture issues automatically, but review them
  • Configure ticket types carefully to avoid misrouting
  • Delete tickets only when absolutely necessary