> ## 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 — no external helpdesk needed. 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.

<CardGroup cols={2}>
  <Card title="Managing Tickets" icon="inbox" href="/docs/ticketing/managing-tickets">
    View, filter, assign, and reply to support tickets from the Egentify unified inbox.
  </Card>

  <Card title="Order Actions" icon="package" href="/docs/ticketing/order-actions">
    Refund, reship, change shipping addresses, or cancel orders directly from a ticket.
  </Card>
</CardGroup>

## 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.
</Note>