Tickets & SLA
Tickets
Auto ticket system
When Auto ticket is on (Tickets page toggle) every new conversation creates a ticket:
- Number is sequential per workspace (
#1001,#1002, …). - Subject is the first message, priority is inferred (words like urgent, refund, broken → HIGH).
- Requester, channel, queue and assignee are copied from the conversation.
- The first agent or AI reply stamps the first response SLA.
- Wrapping up the conversation resolves the ticket.
- An AI handover raises the priority to HIGH and tags
ai-handover.
Fields
| Field | Values |
|---|---|
| Status | Open, Pending, On hold, Resolved, Closed |
| Priority | Urgent, High, Medium, Low |
| Source | Auto, Manual, API, Automation, AI agent |
| Custom fields | Defined under Contacts → Custom fields (entity Ticket) |
Views
Switch between List and Kanban. Drag cards between columns to change status.
Filters sit in one row above the list: free text (including #number), status, priority, assignee, tags and SLA breached. Tags is a searchable multiselect — pick several and a ticket matches if it carries any of them. The tag list is the whole workspace vocabulary, so choosing one tag never hides the rest.
Comments and @mentions
Comments can be internal (default) or public. Mention teammates with @First, @First.Last or @email; mentioned users are recorded on the comment.
API
curl -X POST $API/tickets \
-H "Authorization: Bearer plp_…" -H "Content-Type: application/json" \
-d '{ "subject": "Refund for #45321", "priority": "HIGH", "tags": ["refund"] }'