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Tickets convert a conversation request into durable support work. They carry a title, description, status, priority, origin, assignee, tags, notes, resolution metadata, and links back to the conversation/contact when available.

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AI actions

Internal AI routes use AI_TOOL_SECRET, while operator routes use JWT authentication, organization resolution, and agent role checks. The console exposes ticket lists, detail, assignment, status updates, notes, and replies.

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Ticket lifecycle

Priorities are low, medium, high, or urgent. Origins include widget, email, WhatsApp, Telegram, operator roles, AI, and API.

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Idempotency and traceability

Ticket storage includes an idempotency-key index in metadata, which AI and integrations should use when retries could create duplicate work. Notes record author and author type. Agent-run steps should link tool execution to the originating conversation and message.
Models should not claim that a ticket was created, updated, or closed until the tool returns success. User-facing ticket identifiers must come from the gateway response.
Last modified on July 17, 2026