# Support Tickets

# Overview

AI desk Pro includes its own support ticketing system, built directly into the agent and the Admin Center. It lets your users open a ticket and follow its replies without leaving the conversation, and gives your administrators a dedicated Tickets page to process every ticket, reply, and track resolution.

This ticketing system works out of the box, as soon as your subscription includes it — there's no external system to connect.

Every ticket gets a short, sequential reference (for example T-000042), per bot. The same reference is shown everywhere: the confirmation the user sees, the Cockpit widget, and the administration dashboard.

A ticket always needs a requester that can be identified (their Microsoft 365 sign-in in the Cockpit or Teams, or the signed-in identity on Webchat). It can't be opened from a channel where the user isn't identified.

# Three ways a ticket gets opened

# 1. Directly from the Cockpit

From the My Tickets widget on the Cockpit home page, the user selects Create ticket and fills in:

A title (the ticket's subject).
A description.
A priority: Low, Normal, High, or Urgent (defaults to Normal).

The ticket is created immediately, with no conversation involved.

# 2. By asking for one in the conversation

A user can simply write what they want in plain language — for example "I want to create a ticket", "open a ticket", "contact support", or a handful of similar phrasings — in Teams, Webchat, or the Cockpit's own chat. The bot recognizes the request and starts a short guided exchange:

The bot asks what the request is about, and stores the reply as the ticket's subject.
The bot then asks the user to describe their request in more detail, and stores the reply as the ticket's description.
The ticket is created, and the bot confirms it with its reference (for example "Your support ticket #T-000042 has been created").

The user can back out at any point by writing cancel, stop, abort, or quit.

This conversational flow only runs when the bot's negative feedback is configured to escalate to a Cockpit ticket — see Configuring the escalation below. On a bot configured differently, the same sentence is just answered like any other question.

# 3. Escalated from a negative feedback

When a user gives a 👎 on an answer, the feedback card can carry an Open a ticket action next to Send (this appears once escalation is set to Cockpit ticket, or to External ticket for the legacy flow). Unlike Send, which requires a comment, Open a ticket works even if the comment box was left empty.

Selecting it starts the same guided exchange as above, but shortened: the question the feedback was given on is already known, so it becomes the ticket's subject directly, and the bot only asks the user to describe what they actually need from support. The description the user types becomes the ticket's description; the original feedback comment (if any) and the question/answer exchange the feedback was about are attached underneath it, so support can see both what the user asked for and the exchange that prompted it.

# Following tickets in the Cockpit (end users)

The My Tickets widget on the Cockpit home page shows the user's 3 most recent tickets, each with its priority and status. A See more action, shown once more than 3 tickets exist, opens the 10 most recent. The widget refreshes automatically every 30 seconds while the Cockpit is open, and immediately when the browser tab regains focus, so a new reply from support shows up without the user having to refresh anything.

Unread replies: a badge on the widget counts unread support replies across the user's entire ticket list, not only the 3 shown, so a reply on an older ticket is never missed. Opening a ticket clears its own unread flag.
Ticket detail: selecting a ticket opens its full thread — the original description, followed by every reply, with the support team's replies visually distinguished from the user's own messages.
Replying: the user can add a message from the same dialog while the ticket is open. Replying on a ticket support had marked Resolved automatically puts it back to Open — an answer would otherwise sit on a ticket nobody looks at again.
Closing and reopening: the user can close a ticket once it's resolved; a closed ticket can no longer be commented on. The Reopen ticket action is offered instead of a reply box, and brings the ticket back to Open (not New, since support has already looked at it).

A short step of the Cockpit's guided tour introduces the My Tickets widget on first use.

# Processing tickets in the Admin Center (administrators)

Once your subscription includes ticketing, a standalone Tickets page appears in the Admin Center sidebar, alongside History and Plugins.

# Dashboard

The top of the page summarizes the bot's tickets at a glance:

Total: every ticket ever created for the bot.
Active: tickets that are New, Open, or Pending — everything not yet settled.
Resolution rate: the share of tickets that are Resolved or Closed, as a percentage of the total.
Needs attention: tickets marked High or Urgent priority.
A creation trend chart of new tickets over the last 14 days.
Two donut charts breaking tickets down by status and by priority.

# Filtering and the ticket list

Filter buttons for status (New, Open, Pending, Resolved, Closed) and priority (Low, Normal, High, Urgent) each show a live count, and combine together. A Reset filters action appears once a filter is active.

The list itself shows, per ticket: the subject and its reference, the requester's name and email, priority, status, and how long ago it was created, with a View action opening the ticket.

# Ticket detail and replying

Opening a ticket shows its description and the full conversation thread with the requester, oldest first, with administrator replies visually distinguished from the requester's own messages. A reply box (up to 4,000 characters) lets the administrator add a message to the thread.

Replying to a ticket still marked New automatically moves it to Open — a first reply is what "being handled" means here.

From the same page, administrators can also change the ticket's:

Status: New, Open, Pending, Resolved, or Closed.
Priority: Low, Normal, High, or Urgent.

A sidebar on the ticket also shows the requester's name and email, and when the ticket was created and last updated.

# Configuring the escalation on negative feedback

To have negative feedback create Cockpit tickets automatically, go to Feedbacks › Feedbacks Configuration and, under Negative Feedback, set the Escalation Type to Cockpit ticket. The other available escalation types are:

Escalation type	What happens
None	No escalation.
External ticket	Hands the request over to your knowledge base or your ticketing plugin, as before. Requires a plugin configured beforehand in the Plugins tab.
Cockpit ticket	Creates a support ticket the user follows from the Cockpit, and your administrators process in the Tickets page.
Email	Sends the feedback by email.
Dialog	Starts a guided conversational flow.

The Cockpit ticket option only appears usable when your subscription includes Cockpit ticketing. Otherwise it's shown with the message "Cockpit ticketing is not included in your plan."

# Availability

Support ticketing depends on two separate features of your AI desk Pro subscription, which can be purchased independently:

Ticketing gates the admin Tickets page: the dashboard, the list, and ticket processing.
Cockpit ticketing gates every way a Cockpit ticket actually gets opened — the My Tickets widget and manual ticket creation in the Cockpit, the conversational "open a ticket" request in the chat, and the Cockpit ticket escalation option on negative feedback.

A subscription can hold either without the other — for example, the admin Tickets page without exposing ticket creation to end users.

See Subscription Management for details about your plan.

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