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Egentify’s ticketing system is built in, so you do not need an external helpdesk. Tickets are created automatically from chat, voice, and email interactions, then triaged and routed by the AI. Your team gets a single unified inbox to handle escalations, review AI-drafted replies, and take order actions without ever leaving the dashboard.

Managing Tickets

View, filter, assign, and reply to support tickets from the Egentify unified inbox.

Order Actions

Refund, reship, change shipping addresses, or cancel orders directly from a ticket.

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Ticket lifecycle

Every ticket moves through a defined set of statuses from creation to closure. The AI handles status classification automatically, but your team can update statuses manually at any time.

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How tickets are created

Tickets enter your inbox through four pathways:
  • AI automatically. The AI creates a ticket when it cannot resolve a customer’s request or when a refund exceeds your approval threshold.
  • Customer request. A customer explicitly asks to speak with a human agent during a chat or voice interaction.
  • Email forwarding. An inbound email to your support address is automatically converted into a ticket.
  • Voice call. A completed voice call that requires follow-up is escalated to a ticket.
You can also create tickets manually from any conversation in the Egentify dashboard.

Manage and Respond to Support Tickets in Egentify Inbox

View, filter, assign, and reply to support tickets from the Egentify unified inbox. Use AI-generated draft replies to respond faster.

Take Order Actions Directly from Egentify Support Tickets

Refund, reship, change the shipping address, or cancel an order without leaving the ticket view. Actions sync to your store and respect your warehouse's fulfillment status.