Tickets
What it is for
A ticket is a case someone on the team has to resolve: a warranty claim, a technical problem, a sale the AI escalated. They are created by the support agent (when it escalates or files a case), by the team manually or by the system due to inactivity. Each ticket has a priority, an assignee and a due date (SLA).
How to get there
Sidebar → Attention → Tickets · app.growtek.io/en/tickets
Also with Create → New ticket, or from a conversation with Create ticket.
The screen in detail
- Status tabs: All, Open, In progress, Resolved and Closed.
- Key metrics: Open, Overdue, Due in 24 h, Unassigned, Avg. resolution and First response, with the By agent and By source breakdowns.
- Views: Inbox, Board and Table.
- Filters: priority, type, source, assignee (My tickets), overdue and dates. The Due column shows each ticket's SLA.
Types, priorities, statuses and sources
| Field | Values |
|---|---|
| Type | Technical support · Sales · Reactivation · Warranty / Return / Complaint · Escalation |
| Priority | Low · Normal · High · Urgent |
| Status | Open · In progress · Resolved · Closed |
| Source | AI escalation · Filed by the agent · Inactivity · Order · Manual · Email · Other |
Closed is terminal: the ticket no longer allows status changes.
The due date (SLA)
Each ticket's due date is its creation date plus the hours for its priority. It is calculated when the ticket is created and configured in Settings → Tickets:
| Priority | Default hours |
|---|---|
| Urgent | 4 |
| High | 8 |
| Normal | 24 |
| Low | 72 |
The column shows Due … or Overdue … and, once finished, SLA met or SLA breached.
The ticket detail
- Summary (type, reason, details and Validated by AI or Not validated), Resolution, Assignment (with Reassign), Contact and history.
- Emails and notes: Emails to write to the customer with Send email, and the team's internal Notes with Add note.
- Actions: Change status, Create quotation, View conversation and Process (Send to Sales, Send to Remarketing or Send to After-sales).
What you can do
Create a ticket
- Click New ticket.
- Type: choose the Ticket type and enter the Subject, Reason, Details and Priority.
- Contact: choose Existing contact or New contact.
- Data: fill in the data that ticket type asks for.
- Assignment: leave Automatic assignment or choose Assign manually and an Assignee.
- Click Create ticket.
The data each type asks for varies: Sales asks for first name, last name, phone, email and city; Warranty and Technical support also ask for ID number, document type and address (and Warranty, evidence).
Change the status
- Open the ticket and click Change status.
- Choose Mark in progress, Mark as resolved, Close ticket or Reopen.
- Enter the Resolution notes if applicable and click Confirm.
Reassign
In Assignment, click Reassign, choose the Member and confirm with Reassign. Reassigning moves the ticket and also the linked conversation.
Move the contact to a pipeline
Process → Send to Sales / Remarketing / After-sales registers the contact in that pipeline. If the contact was worked recently, you are asked to confirm with Process anyway.
Required permissions
| Action | Permission |
|---|---|
| View tickets | tickets.read |
| View all tickets | tickets.viewAll |
| Create | tickets.create |
| Edit the content | tickets.update |
| Change the status | tickets.changeStatus |
| Assign / reassign | tickets.assign / tickets.reassign |
| Send emails to the customer | tickets.email |
| Internal notes | tickets.note |
FAQ
I can't send emails from the ticket. The BCC email has not been configured in Settings → Tickets (Incomplete configuration warning).
I changed the SLA and the old tickets didn't change. The due date is calculated when each ticket is created; the change applies to new tickets.