> ## 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.

# Egentify Ticketing: Built-In Support Ticket Management

> Egentify includes a built-in ticketing system. The AI triages and routes tickets automatically, and your team handles escalations from one unified inbox.

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](https://egentify.com/docs/ticketing/managing-tickets.md)**
>
> View, filter, assign, and reply to support tickets from the Egentify unified inbox.

> **[Order Actions](https://egentify.com/docs/ticketing/order-actions.md)**
>
> 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.

```text theme={null}
new  →  open  →  pending  →  resolved  →  closed
```

| 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.

> [!NOTE]
>
> You can also create tickets manually from any conversation in the Egentify dashboard.


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