> ## Documentation Index
> Fetch the complete documentation index at: https://docs.interaone.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket intelligence

> See how AI creates and manages tenant-scoped tickets, how operators take over, and which safeguards keep actions auditable.

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.

## AI actions

| Tool                | Purpose                                             |
| ------------------- | --------------------------------------------------- |
| `create_ticket`     | Create a ticket from a request that needs follow-up |
| `get_ticket_status` | Report current status without guessing              |
| `update_ticket`     | Change supported ticket fields or add progress      |
| `close_ticket`      | Close completed work with resolution context        |

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.

## Ticket lifecycle

```mermaid theme={null}
stateDiagram-v2
  [*] --> open
  open --> in_progress: assigned or started
  open --> resolved: answer delivered
  in_progress --> resolved: work completed
  resolved --> closed: finalized
  resolved --> in_progress: reopened
  closed --> [*]
```

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

## 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.

<Warning>
  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.
</Warning>