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Features

Ticketing

The ticket system is the core of DeskAI. All support requests flow through it.

Ticket views

  • Open: tickets awaiting resolution
  • Resolved: closed tickets
  • All: every ticket regardless of status

Filtering

Filter tickets by priority (Critical, High, Medium, Low) and category (Software, Hardware, Account Access, and so on) using the toolbar above the list.

Bulk actions

Select multiple tickets using the checkboxes and apply bulk actions: assign, change priority, or resolve.

Internal notes

When viewing a ticket, switch to the Note tab to add an internal note. Notes are only visible to agents, not the requester.

CSAT

When a ticket is resolved, an optional satisfaction survey is sent to the requester. Results appear in Analytics.