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.
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.| Status | Description |
|---|---|
| new | Ticket just created, not yet reviewed by your team |
| open | Ticket is being actively worked on |
| pending | Waiting on a response from the customer |
| resolved | Issue has been resolved, awaiting final closure |
| closed | Ticket is fully closed and archived |
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.