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

# Tickets

> Create, assign, and track tasks and follow-ups through to completion – manually or automatically from conversations.

Tickets give your team a simple, shared workspace to capture tasks and follow-ups, decide who takes them on, and track them through to completion. A ticket can stand on its own or be linked to a conversation – so the person picking it up can jump straight to the relevant call.

## What you can do with tickets

* Create tickets for tasks, requests, or follow-ups
* Set **Status**, **Priority**, **Assigned to**, **Group**, and **Due date**
* Link a ticket to a conversation and open its transcript
* Leave **notes** so the whole team can see the history
* Search, filter, and group tickets to find what matters
* Have your voice agent create tickets automatically after a call – see *Creating tickets automatically from conversations* below

## Creating tickets automatically from conversations

Instead of creating every ticket by hand, you can have your voice agent open a ticket automatically after a call. It reads the conversation and fills in the ticket for you – either with fixed values you define, or with details the agent extracts from the transcript using AI. The new ticket is linked to the call, so the person taking it over has the full context.

This runs through **post-processing** – the steps that execute automatically after every call. Learn more at [Post-processing](/docs/en/post-processing).

### Step 1 – Add a "Create ticket" task

<Steps>
  <Step title="Open post-processing">
    Open your voice agent and switch to the **"Post-processing"** tab.
  </Step>

  <Step title="Add task">
    Click **"Add task"** and select **"Create ticket"**.
  </Step>

  <Step title="Dialog opens">
    The **"Create ticket task"** dialog opens.
  </Step>
</Steps>

### Step 2 – Configure the task

* **Name** *(required)* – a name for this task, e.g. "Support ticket from call". Only used for your own orientation in the task list.
* **Condition** *(optional)* – leave empty to create a ticket after **every** call. Or describe when a ticket should be created (e.g. *"Only if the caller reports a problem that requires follow-up"*) – then the agent decides per call whether to create one.
* **Ticket fields** – check the box for each field that should be filled in. **Title** is required and enabled by default; the rest is optional. For each enabled field, choose how it gets populated:
  * **Fixed value** – you set the value once, and every ticket uses it (e.g. always set the priority to *High* or always assign it to your *Support* group).
  * **Extract via LLM** – the agent reads the transcript and fills in the field for each call. A prompt field appears, pre-filled with a sensible default that you can adjust.

| Field                   | Fixed value                           | AI extraction (*Extract via LLM*) |
| :---------------------- | :------------------------------------ | :-------------------------------- |
| **Title**\*(required)\* | Enter a title                         | Yes                               |
| **Description**         | Enter a description                   | Yes                               |
| **Status**              | Choose a status (default: *Open*)     | Yes                               |
| **Priority**            | Choose a priority (default: *Medium*) | Yes                               |
| **Group**               | Choose a group or *No group*          | No – fixed value only             |
| **Assigned user**       | Choose a team member or *Unassigned*  | No – fixed value only             |
| **Due date**            | Choose a date and time                | Yes                               |

<Info>
  **Why can't Group and Assigned user be extracted via AI?** The agent can't reliably guess your internal teams and colleagues from a call – so you pick these yourself from a list.
</Info>

### Step 3 – Save and manage

* Click **"Create"** (or **"Save"** when editing). The task appears in your post-processing list.
* From the list you can **enable or disable** it, or use the menu to **edit**, **duplicate**, or **delete** it.

### What happens after a call

After every conversation, your agent runs the post-processing tasks. When the *Create ticket* task executes – and the condition, if set, is met – a new ticket is created and linked to the call. It appears like any other ticket on your **Tickets** page, with **Created by** set to **System** (instead of a person), so you can tell automatically created tickets apart from manual ones. From there, your team handles it as usual: assign it, change the status, add notes, and open the linked transcript for full context.

## Creating tickets manually

Click **"Tickets"** in the left sidebar. The page lists all of your team's tickets. As long as no tickets exist yet, you'll see the hint *"Create a ticket to capture a task or follow-up for a conversation."*

## What a ticket contains

| Field            | What it's for                                                             |
| ---------------- | ------------------------------------------------------------------------- |
| **Title**        | A short summary of the task. This is the only required field.             |
| **Description**  | Optional details, context, or instructions.                               |
| **Status**       | Where the ticket stands in its lifecycle (see below).                     |
| **Priority**     | How urgent it is (see below).                                             |
| **Assigned to**  | The team member responsible. Leave as *Unassigned* if no one owns it yet. |
| **Group**        | The team the ticket belongs to (e.g. Support, Sales). Optional.           |
| **Conversation** | An optional link to a related conversation, to open its transcript.       |
| **Due date**     | An optional deadline (date and time).                                     |
| **Notes**        | Internal comments your team adds over time.                               |

## Creating a ticket

<Steps>
  <Step title="Open new ticket">
    Click **"New ticket"** in the top right.
  </Step>

  <Step title="Enter a title">
    Enter a **title** (required). Optionally add a **description**.
  </Step>

  <Step title="Choose status and priority">
    Choose a **status** (default: *Open*) and a **priority** (default: *Medium*).
  </Step>

  <Step title="Fill in optional fields">
    Optionally set **Assigned to**, **Group**, a linked **Conversation**, and a **Due date**.
  </Step>

  <Step title="Create">
    Click **"Create ticket"**. You'll see the confirmation "Ticket created", and the ticket appears in the list.
  </Step>
</Steps>

<Tip>
  You don't have to fill in everything right away. Only a title is required – you can add the rest later, directly from the list or from the ticket's detail panel.
</Tip>

## Understanding statuses

A ticket moves through five statuses. There is no fixed order – set whichever status reflects reality:

* **Open** – newly created, not yet started.
* **In progress** – someone is actively working on it.
* **Waiting** – paused, e.g. awaiting a response from the customer or a third party.
* **Resolved** – the work is done. As soon as you set this status, the resolution time is recorded automatically.
* **Closed** – completed and archived. The closing time is recorded automatically.

## Understanding priorities

* **Low**
* **Medium** (default for new tickets)
* **High**
* **Urgent**

Priority is for sorting and filtering – it helps your team see what should be tackled first.

## The ticket list

The list shows one row per ticket with these columns: **Title**, **Status**, **Priority**, **Assigned to**, **Group**, **Due**, **Updated**, and **Notes**.

* **Edit without opening the ticket:** Click the **Status**, **Priority**, **Assigned to**, or **Group** cell directly in the row to change it. The change is saved immediately.
* **Add a quick note:** Click the note icon in the **Notes** column, type into *"What happened?"*, and click **"Save"**.
* **Open the full ticket:** Click anywhere else in the row to open the detail panel on the right.
* **Long lists** are paginated – use the arrows at the bottom to move between pages.

## Finding tickets: search, filters, and views

* **Search:** Use the search field (*"Search by title or description…"*) to search by title or description.
* **Filters:** Click **"Filters"** to filter by **Status**, **Priority**, **Assigned to** (incl. *Unassigned*), **Group** (incl. *No group*), **Conversation** (incl. *No conversation*), and a **due date range**. Click **"Reset filters"** to clear everything.
* **Group by conversation:** Enable the **"Group by conversation"** toggle to group tickets under their related conversation. Tickets without a linked conversation appear under *Other*.

Your search, filters, and view choice are saved, so the page looks the same the next time you open it.

## Opening a ticket (detail panel)

Click a ticket to open the detail panel on the right. From here you can:

* **Edit inline:** Change **Status**, **Priority**, **Assigned to**, or **Group** – every change is saved immediately.
* **Edit details:** Click **"Edit"** to change the title, description, linked conversation, or due date in a form, then click **"Save changes"**.
* **Read the linked conversation:** If a conversation is linked, click it to open the full transcript.
* **Add notes:** see below.
* **Delete:** Click **"Delete ticket"** (see below).

## Notes

Notes are internal comments that build up a running history on a ticket.

* In the detail panel, type into *"Add a note…"* and click **"Add note"**. Each note shows who wrote it and when.
* From the list, use the quick-note icon in the **Notes** column to add a note without opening the ticket.

## Linking a ticket to a conversation

When creating or editing a ticket, open the **Conversation** field and search for the conversation you want. Once linked:

* In the **list**, you can use the **"View transcript"** link to read the call without leaving the page.
* In the **detail panel**, the conversation link opens it in your conversation view.

This is handy when a call requires a follow-up – the next person has the full context one click away.

## Deleting a ticket

<Warning>
  Open the ticket and click **"Delete ticket"**, then confirm. **This action cannot be undone**, and the ticket's notes are removed along with it.
</Warning>

##

### Tips

<Tip>
  * **Start simple.** Use AI extraction for the **title** and a fixed **group**, and refine once the first real tickets come in.
  * **Use a condition** to avoid creating tickets for calls that don't need a follow-up.
  * **Give the AI a fixed set of choices.** For fields with fixed values – **Priority** and **Status** – your prompt should list the exact options and ask the agent to return exactly one of them. The default prompts already do this (the priority prompt, for example, ends with *"Antworte mit genau einem Wort: low, medium, high, urgent."*). Keep that list when rewording a prompt – that way the agent can't return a value the ticket can't accept.
  * **Adapt the prompts to your wording** – for example, ask for the title in your language, or define which priority counts as *Urgent*.
</Tip>