Click any ticket to open it. The header carries the subject, the ticket number, a status pill saying where it stands, a priority menu, the AI category and the tagged product. A ticket brought in from another helpdesk says so, with who handled it there.
The header actions:
- Sort It Again runs the classifier again on the ticket. Nothing is sent to the customer.
- Try Auto-Resolve asks the resolver to have another go, useful after you have added a knowledge base article or connected a sales feed.
- Mark Resolved and Close both end the ticket and stamp a closed date. A finished ticket offers Reopen instead of a second Close.
- A ticket waiting on the customer also offers Still Needs Me. It puts the ticket back in Needs you, for when you have replied but it is still yours to sort, and nobody is emailed.
- The priority menu sets how urgent it is: Urgent, High, Normal or Low.
- Delete Ticket is kept away from the others.
The thread:
Messages run oldest to newest and read like a diary. The day is said once, where it changes, with Today and Yesterday called by name, and a quiet stretch is named in words such as 19 days later. Every message carries a clear time with how long ago it was beside it, and the whole stamp is on the tooltip. Incoming and outgoing messages are styled differently, AI written messages carry an AI badge, and private notes carry a Private note badge. Private notes are never emailed to the customer and are hidden from the portal. Files a customer attached are listed under their message for you to open, and each message shows the customer's photo.
Replying:
The reply box is the full WordPress editor: bold, lists, links, headings and pictures from your Media Library. Under it, Attach files lets your reply carry pictures, PDF, text, CSV files or zips. Type your reply and click Send Reply. Beside the button:
- Private note keeps the text internal.
- Add my standard message adds your message from Settings, Email to the end of this reply. Untick it to leave it out of one reply.
- After sending, mark it chooses what happens next: Waiting on the customer, which is the default, Solved, Still needs me or Closed.
A normal reply is emailed to the customer.
Above the editor, Insert a saved reply lists your macros, with the ones for this ticket's product first, and drops the reply straight into the box for you to edit. Generate AI Draft calls Claude on demand and drops the result into the reply box. A draft already waiting on the ticket as a private note has a Use This Draft button that puts it in the reply box, links and all. Either way The AI wrote this reply ticks itself, which is how the Dashboard counts the replies the AI wrote; untick it if you rewrote the reply. Draft With Hard Model does the same with your most capable model, for tricky tickets. Nothing is sent until you press Send Reply.
Deleting a ticket:
A test ticket, a duplicate, or something somebody sent by mistake can go from the ticket itself. Delete Ticket asks first, in a proper dialog, and the question names exactly what is about to happen, because this is the one thing on the screen that cannot be undone. It removes the whole conversation and every file that came with it, including the ones stored outside the database. The customer stays on your contacts, their other tickets are untouched, and nobody is emailed. Your inbox then says what went, by subject and number.
The sidebar:
- Customer, with photo, name, email, the date first seen, a link to the contact record and, when a portal is connected, a Send Portal Sign-In Link button.
- Customer 360, loaded a moment after the page opens so a slow remote system never holds the ticket up. It shows a tile per connected system, the customer's recent purchases with their status and where each was recorded, their license keys, and an Other sites block when you have connected a site with keys.
- Email history, when a support mailbox is connected. One click lists the customer's earlier emails, sent and received, to read on the ticket.
- Mailer actions, when a connected site has a Mailer write key. Tag the customer or remove them from one list without leaving the ticket.
- Past tickets for the same contact, each linking through.
- AI, showing the category, the sentiment, the confidence as a percentage and an Auto-resolved badge where it applies.