Tickets: the history of every human service episode, from handoff to resolution
Tickets is the record of human service: every time a conversation asks for a person, a numbered ticket is created with the subject, who took over, and the open and close dates, so you can check what is still open.
Who can use it
Role
What you see and do
Owner
Sees all tickets, filters by status, opens the conversation, and resolves tickets.
Admin
Same access as the Owner.
Agent
Same access: sees the account's tickets, opens the conversation, and resolves tickets.
Screens
Tickets
The Tickets screen is for checking, once a day, whether any human-service request was left with no one, and for looking up who handled each episode and when it ended.
Address in the dashboard: /app/tickets
The Tickets screen in the demo account, with sample data and blurred values.
How to get there: Through the Tickets menu item, under "OPERAÇÃO" (OPERATIONS). The screen subtitle reads "Episódios de atendimento humano" (Human service episodes).
Filters
Four buttons at the top; only one is on at a time.
Fields and filters
"‹n› em aberto agora" (‹n› open now)
Counter on the right: how many tickets in the filtered list have not been resolved yet. With "Resolvidos" (Resolved) on, it shows zero. If the list fails, it says "não foi possível contar os abertos" (could not count the open ones).
Buttons and actions
"Todos" (All)
Shows tickets in any status (the default).
"Abertos" (Open)
Only tickets that asked for a person and that no one has taken.
"Em atendimento" (In progress)
Only tickets that someone on the team has taken.
"Resolvidos" (Resolved)
Only closed tickets.
List of tickets
One row per ticket.
Buttons and actions
"Abrir conversa" (Open conversation)
Opens the ticket's conversation in the Inbox, where the actual service happens.
"Resolver" (Resolve)
Marks the ticket as resolved and shows "Ticket #‹n› resolvido" (Ticket #‹n› resolved). It only closes the record: the conversation stays as it was. It is not shown on an already resolved ticket.
#‹number›: the ticket's fixed number, which is never reused.
Avatar and name of the lead; a contact anonymized at the data subject's request is shown as "Contato removido" (Removed contact).
The subject of the service, on one line.
Who took over, or "Sem atendente" (No agent), and the open date and time followed by the close date and time, when there is one.
The status in a colored pill: "Aberto" (Open), "Em atendimento" (In progress), or "Resolvido" (Resolved).
Screen states
Loading
A card with "Carregando…" (Loading…) fills the list.
Nothing here yet
"Nenhum ticket por aqui" (No tickets here), explaining that a ticket is created when a conversation asks for human service and is resolved when it is closed or returned to the AI.
If something goes wrong
"Não foi possível carregar os tickets" (Could not load tickets), with a notice that this does not mean there is no open service and that no ticket was closed because of the failure, and "Tentar de novo" (Try again).
"Resolver" (Resolve) fails
"Não foi possível resolver agora." (Could not resolve right now.) is shown and the ticket stays in its previous status.
Step by step
How to see who asked for human service and no one answered
Open Tickets in the menu.
Click "Abertos" (Open).
In each row, click "Abrir conversa" (Open conversation) to handle it through the Inbox.
How to close a ticket that was already resolved elsewhere
In Tickets, find the row by the number or the lead's name.
Confirm in the conversation ("Abrir conversa" (Open conversation)) that the matter is really over.
Go back and click "Resolver" (Resolve). The conversation does not change; only the record closes.
How to close the service and the ticket together
Click "Abrir conversa" (Open conversation) on the ticket.
In the Inbox, finish the matter and click "Encerrar" (Close conversation) (or "Devolver para a IA" (Return to the AI)).
The ticket closes by itself, with the right date.
How to look up who served a customer and when
In Tickets, click "Todos" (All) or "Resolvidos" (Resolved).
Look for the lead's name in the list.
Read in the row who took over and the open and close dates.
Frequently asked questions
Do I need to create tickets manually?
No. The ticket is created automatically when the conversation asks for human service, and it is not duplicated if the same conversation asks again while it is open.
Does resolving the ticket notify the customer?
No. Resolving only closes the record on this screen. No message is sent and the conversation stays as it was.
Can a resolved ticket be reopened?
No. If the same lead needs human service again, a new ticket is created, with a different number.
What is the difference between Tickets and Handoff?
Handoff is the queue right now, with the dossier for taking over. Tickets is the history of all human-service episodes, including those that have already ended.
Does the open-tickets counter cover the whole account?
No. It counts the unresolved tickets in the list on screen, with the chosen filter. For the total of open tickets, leave the filter on "Todos" (All) or "Abertos" (Open).
Can an agent resolve another agent's tickets?
Yes. The screen shows all of the account's tickets to the whole team, and the "Resolver" (Resolve) button is shown on any ticket that has not been resolved yet.
Help center guide
Tickets
The history of human service: number, subject, who took over, and when it closed. It's a record, not a work queue.
Every time a conversation asks for human service, a ticket is born here. It keeps the essentials: the number, the subject, who took over, when it opened, and when it closed. Who is waiting right now you see in Handoff to a human, and the service itself happens in the Inbox. This screen is the memory of what has already happened.
The decision on this screen is short and worth a minute a day: did anyone get left open that nobody picked up? If so, you open the conversation and truly resolve it. If not, you close the screen and go do something else.
The screen, part by part
On screen: Tickets screen with the filters at the top and three tickets listed, each with a status and action buttons. Three tickets: one resolved, one in progress, and one open with no one assigned.
The four filters: "Todos" (All), "Abertos" (Open), "Em atendimento" (In progress), and "Resolvidos" (Resolved). Only one of them requires action: "Abertos" (Open) are people who asked for a person and weren't served by anyone.
The counter counts the filtered list: 2 em aberto agora applies to what is on the screen, not to the whole account. With the "Resolvidos" (Resolved) filter on it always shows 0 — and that isn't good news, it's the filter.
Number, who it is, and the subject: The number (#1, #2) is fixed and never repeats. The subject summarizes what the person wanted. To find out what most often pulls the AI out of the conversation, you read these lines by eye: the screen doesn't group similar subjects.
Who took over and the two dates: The name of whoever picked it up and the opened → closed pair. "Sem atendente" (No agent) means nobody picked it up. There is no timer: how long it took is your calculation, looking at the two dates.
The status: "Aberto" (Open), "Em atendimento" (In progress), or "Resolvido" (Resolved). There is no priority, urgency, canceled, or reopened — if the subject comes back, a new ticket is born.
"Abrir conversa" (Open conversation) and "Resolver" (Resolve): "Abrir conversa" (Open conversation) takes you to the Inbox, which is where service really happens. "Resolver" (Resolve) closes the record here and nothing else.
The three states, and only three
"Aberto" (Open)
The conversation asked for a person and nobody took it. It's the only state that represents stalled work.
"Em atendimento" (In progress)
Someone on the team took over the conversation. The name of whoever took it over appears on the row.
"Resolvido" (Resolved)
The episode is over. A resolved ticket doesn't go back: if the same person needs a human again, a new ticket is born, with a new number.
The ticket is born on its own, the moment the conversation asks for human service. If the same conversation asks again while the ticket is still alive, it doesn't duplicate: it stays a single one. That's why the day's ticket count is the number of episodes, not the number of frantic messages.
Resolving tidies the list, not the service
A ticket closes in three ways, and two of them don't even happen on this screen:
The conversation is closed in the Inbox — the ticket closes along with it.
The conversation is returned to the AI — the human episode is over, and the ticket closes along with it.
Someone clicks "Resolver" (Resolve) here — it closes only the record. Use it when the service already ended elsewhere and the list is out of date.
What you can read here — and what you can't
This screen is an honest list, not a dashboard. It shows facts: number, subject, agent, opening, closing, and status. With the two dates you calculate how long each episode lasted, and by reading the subjects in sequence you notice the month's pattern.
There is no average response or resolution time: none of those numbers is calculated here.
There is no agreed deadline (what many people call SLA) or delay alarm.
There is no grouping by subject or chart. Reading is by eye, in the list.
If the contact was anonymized at their request, the name becomes "Contato removido" (Removed contact) and the ticket remains — the service history doesn't disappear along with the personal data.