Click any ticket to open it. The header carries the subject, the reference, status and priority pills, the AI category and the tagged product, plus four action buttons.
The four header actions:
- Re-Triage, runs the classifier again on the ticket.
- 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.
The thread:
Messages run oldest to newest. 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.
Replying:
Type into the reply box and click Send Reply. Two checkboxes sit beside the button. Private note keeps the text internal. Mark resolved after sending closes the ticket as it goes out. A normal reply is emailed to the customer and moves the ticket to pending.
Generate AI Draft calls Claude on demand and drops the result into the reply box for you to edit. Nothing is sent until you press Send Reply.
The sidebar:
- Customer, with name, email, the date first seen and a link to the contact record.
- Purchases, listing up to ten recorded sales for that email address with the source, amount, date and the license key if one was captured.
- 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.