Your first ticket
Tickets are the core of DeskAI. Here is how they work from submission to resolution.
How tickets come in
- Email: emails to your connected support address wait in the Email Inbox; Convert to ticket turns one into a ticket.
- Employee portal: employees use the portal URL to submit tickets, or request something from the service catalogue, without a DeskAI account.
- New Ticket form: agents can create tickets manually from the sidebar.
What happens when a ticket arrives
- DeskAI reads the subject and body.
- The AI assigns a priority (Critical / High / Medium / Low).
- The AI picks a category and writes a one-sentence summary.
- Smart routing assigns the ticket to the best available agent or team.
- A draft reply is generated and waiting for your agent to review.
Responding to a ticket
Open the ticket, review the AI draft reply, edit if needed, and click Send Reply. The reply goes back to the requester via email. Add internal notes that only agents can see using the Note tab.
Resolving a ticket
Click Mark Resolved when the issue is fixed. The ticket moves to the Resolved view and the requester gets an email confirmation.