> ## Documentation Index
> Fetch the complete documentation index at: https://egentify.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket Routing, VIP Detection, and Email Settings in Egentify

> Control how support tickets are assigned and prioritized, flag your highest-value customers automatically, and choose how the AI handles inbound support email.

When Egentify's AI agent cannot resolve something on its own, it escalates to your team as a ticket. These settings, all under **Store Settings > Ticketing**, control what happens next: who the ticket goes to, how urgent it is, whether the customer is one of your best, and how inbound support email is handled.

For the agent's own behavior in conversation, see [Agent Settings](https://egentify.com/docs/configuration/agent-settings.md).

## Ticket creation and routing

| Setting | Description |
| - | - |
| **Support tickets** | Master toggle. Allows the AI to create support tickets when a conversation needs human follow-up. With this off, the agent cannot escalate to your team. |
| **Ticket assignment mode** | How tickets are routed. `manual` leaves assignment to your team, `auto_assign_on_reply` assigns to the first person who replies, and `round_robin` distributes evenly across the team members you select. |
| **AI priority assignment** | The AI sets the priority level on every ticket it creates, choosing between low, normal, high, and urgent. |
| **AI ticket status classification** | The AI updates ticket status from conversation context, so your team triages less by hand. |

> [!NOTE]
>
> Round-robin only distributes to team members you have added to the participant list. Removing someone from your team does not remove them from that list, so update it separately. See [Team & Roles](https://egentify.com/docs/configuration/team-roles.md).

## VIP customer detection

Egentify flags customers as VIP based on their spend or order history. VIP status shows in the customer summary sidebar when your team opens a ticket, so whoever picks it up knows immediately that this is a high-value customer.

| Setting | Description |
| - | - |
| **VIP lifetime value threshold** | Total spend that qualifies a customer as VIP, for example `$500`. |
| **VIP order count threshold** | Number of completed orders that qualifies a customer as VIP, for example `10`. |

A customer is flagged as VIP if they meet **either** threshold, not both.

> [!TIP]
>
> Set these from your actual order data rather than round numbers. A threshold that captures your top 5 to 10 percent of customers is useful. One that flags half your customers is noise.

## Email handling

Inbound support email is configured here too, including your forwarding address and how much the AI does on its own.

| Setting | Description |
| - | - |
| **Email forwarding address** | Your unique `{alias}@support.egentify.com` address. Forward your support inbox to it. |
| **Email handling mode** | How the AI responds to inbound customer email. See the mode comparison on the [Email](https://egentify.com/docs/agent/email.md) page. |
| **Support Email** | Your own support address, used when routing team notifications about tickets. It does not change the address replies are sent from. |

For forwarding setup, threading, and attachments, see the [Email](https://egentify.com/docs/agent/email.md) guide.

## Who can change these

Owners, admins, and Technical Specialists can change ticketing settings. Chat Supervisors can work tickets but see these settings in read-only form.


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