🎫 Inside A Ticket: Thread, Replies And Notes

The ticket screen is where you read a conversation, see who the customer is and what they own, and send the answer. Everything you need for one customer is on one page.

Where to find it:

Click any ticket in the Inbox, on the Dashboard, or in an alert email. Back to inbox is at the top left.

The header:

The subject, the ticket number, a status pill saying where it stands, a priority menu, the AI category and the product. A ticket brought in from another helpdesk says so, with who handled it there.

The header buttons:

• Sort It Again runs the AI sorting again. Nothing is sent to the customer.
• Try Auto-Resolve asks the AI to have another go at answering, useful after you add a help article or connect a sales feed.
• Still Needs Me shows on a ticket waiting on the customer. It puts the ticket back in Needs you, and nobody is emailed.
• Mark Resolved and Close both finish the ticket and stamp a closed date. A finished ticket offers Reopen instead.
• The priority menu sets Urgent, High, Normal or Low.
• Delete Ticket sits apart from the others.

The thread:

Messages run oldest to newest. The day is said once where it changes, with Today and Yesterday by name, and each message has a clear time with how long ago it was. Messages from the customer and from you look different. AI written messages carry an AI badge, and private notes carry a Private note badge on a yellow background. Private notes are never emailed and never shown on the customer's page. Files a customer attached are listed under their message.

An AI draft waiting on the ticket shows as a private note from AI Draft, with Use This Draft under it. One press puts it in the reply box, links and all.

Replying:

The reply box is the full WordPress editor: bold, lists, links, headings and pictures through Add Media, with Visual and Code tabs. Above it:

• Generate AI Draft writes a reply now and drops it into the box.
• Draft With Hard Model does the same with your strongest model, for tricky tickets.
• Insert a saved reply lists your macros, this ticket's product first, and drops the reply in with the customer's name and ticket number filled in.

Under the box:

• Attach files: pictures (JPG, PNG, GIF, WEBP, HEIC), PDF, text, CSV or a zip, up to 10 MB each, 4 at a time.
• Private note (not sent to customer): keeps the text on the ticket only.
• The AI wrote this reply: ticks itself when you use a draft, which is how the Dashboard counts replies the AI wrote. Untick it if you rewrote the reply.
• Add my standard message: adds your closing message from Settings, Email to this reply.
• After sending, mark it: Waiting on the customer (the default), Solved, Still needs me or Closed.

Press Send Reply. The screen says Sent straight away and the email goes out a moment later. If an email ever cannot go, a private note on the ticket says why, in the mail server's own words, and the ticket comes back to Needs you.

The sidebar:

• Customer: photo, name, email, the date first seen, and View contact. With a customer portal connected, a Send Portal Sign-In Link button.
• Customer 360: loaded a moment after the page opens, so a slow system never holds the ticket up. It shows what each connected system knows, their purchases with status and where each was recorded, and their licence keys. See Your ResultsAiX Stack And The Customer 360.
• Email history, with Search Mailbox. See Reading A Customer's Email History From Your Mailbox.
• Mailer actions, when a connected site has a Mailer write key: add a tag or remove them from one list.
• Past tickets for the same customer, each linking through.
• AI: the category, the mood, how sure it was, and Auto-resolved where it applies.

Deleting a ticket:

Delete Ticket asks first in a dialog that names exactly what is about to happen, because it cannot be undone. It removes the whole conversation and every file that came with it. The customer stays in your contacts, their other tickets are untouched, and nobody is emailed. Use it for a test ticket, a duplicate, or something sent by mistake.

Step by step, replying with a saved reply:

1. Open the ticket.
2. Open Insert a saved reply above the reply box and pick one. This ticket's product comes first.
3. The reply drops in with the name, product and ticket number filled in.
4. Change what you like.
5. Choose After sending, mark it, then press Send Reply.

Step by step, a private note:

1. Type the note in the reply box.
2. Tick Private note (not sent to customer).
3. Press Send Reply. The note shows on the ticket on a yellow background and nobody is emailed.

Step by step, reopening a finished ticket:

Press Reopen in the header. The ticket comes back to Needs you.

Sending a sign-in link:

With a customer portal connected under Integrations, the Customer card has Send Portal Sign-In Link. The portal emails the customer their link; it only ever goes to the ticket's own address.

Mailer actions:

When another site of yours is connected with a Mailer write key, a Mailer actions card appears. Add a tag, or search for one list and remove the customer from it. Each action asks first and is saved on the ticket as a private note.

A real example:

Isla Hughes writes that her booking form shows class times an hour late. Ticket 1001 opens with an AI Draft already explaining the WordPress time zone setting. Sam presses Use This Draft, adds one line, leaves After sending, mark it on Waiting on the customer and presses Send Reply. On ticket 1017, Sam adds a Private note for Jo about the theme, which Grace never sees.

The priority menu:

Triage sets the priority as the ticket arrives. Change it at any time from the menu in the header: Urgent, High, Normal or Low. High and Urgent show as tags in the Inbox and on the Dashboard.

Files on a ticket:

Files a customer sends are stored privately, outside the public uploads, and open only for a logged-in administrator. Files you attach to a reply go out with the email. Pictures pasted into the reply box are stored in your Media Library instead.

Imported tickets:

A ticket brought in from another helpdesk says so in its header, with who handled it there.

Tips:

• Read the AI card. A low confidence means the AI was unsure; check its draft more carefully.
• Use private notes for anything your team should know and the customer should not.
• Save answers you type twice as macros. See Macros: Starter Replies, Written Or Improved By AI, One Per Product.