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Tickets
AnswerPal: Tickets
Tickets are the foundation of AnswerPal’s customer service automation. Every new customer interaction—whether by email, chat, phone, or WhatsApp—creates or updates a ticket. Each ticket collects all communications, tracks progress, and enables seamless, automated, or human-assisted support throughout its lifecycle.
Ticket Structure & Workflow
Every time a customer reaches out—by email, chat, phone, or WhatsApp—AnswerPal creates or updates a ticket. A ticket aggregates all messages, attachments, and actions related to a specific issue or request. If the end-user is recognized, the ticket is linked to their profile for a full historical overview.
The ticket lifecycle is driven by automation and events:
- Message Received: Incoming message is checked for spam and topic detection.
- Ticket Creation/Update: A new ticket is created or an existing one is updated.
- Topic Detection & Actions: The system classifies the topic and triggers automated actions (reply, escalate, close, etc.).
- Human Review (if needed): If AI is uncertain or escalation is required, a Customer Service Representative (CSR) takes over.
- Resolution & Closure: The issue is resolved, and the ticket is closed.
Corrections by CSRs (such as editing topics or replies) are logged to continuously improve AnswerPal’s AI accuracy.
Searching for Tickets
AnswerPal makes it easy to find and manage tickets. You can search tickets by any content-related properties such as end-user, UID, subject, content of email or chat, or channel. Filters and sorting options help you quickly locate open, assigned, or closed tickets. You can also view the full ticket history for any end-user, ensuring a complete overview of all their interactions.
Powerful Ticket Search
Find tickets fast using advanced filters and sorting.
Ticket Messages
Each ticket contains all messages exchanged between the customer and your team. Messages include the sender type (end-user or representative), content, date, and any attachments. AnswerPal automatically generates a summary of ticket messages, providing quick context for follow-up or escalation.
Replying to Tickets
AnswerPal can draft AI-generated replies for incoming tickets, which Customer Service Representatives can review, edit, or approve. Replies are sent through the correct channel (email, chat, etc.), and the system logs whether the AI’s suggestion was accepted or modified, continually improving future responses.
AI-Powered Replies
Save time with automated draft responses, always under your control.
Executing Actions on Tickets
Actions are predefined operations that AnswerPal can execute automatically or at your command. Common actions include replying, forwarding, closing, escalating, or marking tickets as spam. Actions can be triggered by events in the ticket lifecycle and can also be performed in bulk for efficiency.
Automated & Bulk Actions
Trigger actions automatically or manage multiple tickets at once.
Processing Open Tickets
Open tickets are actively managed until resolved. Tickets can be assigned to specific representatives, escalated if needed, and updated as new messages arrive. Statuses such as New, Open, Assigned, Reopened, Escalated, Spam, and Closed help track progress and ensure nothing slips through the cracks.
Track & Resolve Open Tickets
Stay on top of all open issues with clear status tracking and assignment.
Ticket Statuses and Lifecycle
Tickets move through several statuses as they are processed:
- New: Ticket has just been created.
- Open: Ticket is being worked on.
- Assigned: A representative is responsible for the ticket.
- Reopened: Ticket was closed but has new activity.
- Escalated: Ticket is handed off to a higher support level.
- Spam: Marked as unwanted or irrelevant.
- Closed: Issue resolved, no further action needed.
Statuses are updated automatically by AnswerPal or manually by your team, ensuring a clear workflow from start to finish.
Timeline showing ticket status flow: New → Open → Assigned → (Reopened/Escalated/Spam) → Closed
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AnswerPal: AI-powered customer service solutions to elevate your support and communication effortlessly.
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For all support, sales, and partnership inquiries, email us at info@answerpal.eu