> ## 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.

# 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.

The Egentify inbox gives your team a unified view of all support tickets across chat, email, and voice channels. From one place you can triage incoming requests, review full conversation histories, reply with AI-drafted responses, assign tickets to team members, and hand conversations back to the AI when appropriate. The inbox updates in real time so your team always sees the latest ticket state without refreshing.

## Viewing tickets

Navigate to your org dashboard and select **Tickets** from the sidebar. Use the filters at the top of the list to narrow tickets by status (new, open, pending, resolved, or closed), channel (chat, email, or voice), or assigned team member. Tickets marked with a blue dot have a customer reply waiting — the customer has responded and is awaiting your team's reply.

## Replying to a ticket

<Steps>
  <Step title="Open the ticket">
    Click any ticket in the list to open the full ticket detail view.
  </Step>

  <Step title="Review the context">
    Read through the full conversation history. Check the customer summary sidebar on the right for their order history, VIP status, and previous ticket count — this gives you the full picture before you respond.
  </Step>

  <Step title="Write or generate a reply">
    Type your reply directly in the reply box at the bottom of the conversation. Alternatively, click **Generate AI draft** to have the AI write a suggested response based on the conversation history and the customer's order context.
  </Step>

  <Step title="Send your reply">
    Edit the AI draft if needed, then click **Send**. The reply is delivered to the customer through the same channel the ticket originated from.
  </Step>
</Steps>

<Tip>
  Use the AI draft feature to save time on repetitive replies. The AI has full context of the conversation and the customer's order history.
</Tip>

## Assigning tickets

Egentify supports three assignment modes to fit how your team works:

* **Manual** — Click the **Assign** button in the ticket detail view and select a team member from the list.
* **Auto-assign on reply** — The first team member to reply to a ticket is automatically assigned to it.
* **Round-robin** — Incoming tickets are distributed evenly among the team members you select.

Configure your preferred assignment mode in [Configuration → Agent Settings](/docs/configuration/agent-settings).

## Bulk operations

Select multiple tickets using the checkboxes in the ticket list to apply changes in bulk. You can update the status, priority, or assignee for all selected tickets at once. Owners and admins can also bulk delete tickets — this action is permanent and cannot be undone.

## Resuming AI handling

If your team handles a ticket manually and wants to hand it back to the AI, click **Resume AI** from the ticket detail view. The AI will pick up the conversation exactly where your team left off, using the full conversation history as context.

## Ticket statuses

| Status       | Description                           |
| ------------ | ------------------------------------- |
| **new**      | Ticket just created, not yet reviewed |
| **open**     | Being actively worked on              |
| **pending**  | Waiting for customer response         |
| **resolved** | Issue resolved, awaiting closure      |
| **closed**   | Ticket fully closed                   |