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Tickets

Track customer issues that need ownership, investigation, or follow-up.

Documentation Index

Fetch the complete documentation index at: /llms.txt

Use this file to discover all available QwryAI pages before exploring further.

Tickets are used when a conversation needs follow-up beyond the current chat. They give the support team an owner, a status, and the context needed to resolve the customer issue.

QwryAI escalation and ticket workflow
Create tickets for support work that should not be lost after the conversation ends.
  • Use tickets for unresolved or complex issues.
  • Keep the linked conversation available for customer context.

When to Create a Ticket

  • A customer needs human support.
  • The issue cannot be solved in the current chat.
  • Another teammate must investigate.
  • The request needs follow-up later.
  • The conversation exposes a product, billing, or policy issue.

Manage Tickets

  1. Open Tickets.
  2. Review open tickets.
  3. Open the ticket and read the linked conversation.
  4. Assign the ticket to the right teammate.
  5. Update the status as work progresses.
  6. Add notes when handing off.
  7. Close the ticket after the issue is resolved.
Ticket statusMeaning
NewCreated and not yet picked up.
On YouAssigned and waiting for agent action.
On CustomerAgent replied and is waiting for the customer.
On HoldPaused while waiting for an external dependency.
SolvedResolved and ready to stay closed.
CancelledSpam, duplicate, or opened by mistake.
QwryAI conversation details connected to support follow-up
Use the linked conversation so the assignee understands the customer issue.
  • Assign a clear owner.
  • Update status when the ticket moves forward.