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Tickets - AI-Assisted Support Cases

Manage customer support with AI-powered resolution suggestions

Overview

Tickets is your AI-assisted support system following Microsoft Dynamics nomenclature. Create and manage support cases, track resolution times, and leverage AI to suggest solutions and automate common responses.

Key Concepts (Dynamics Nomenclature)

EntityDescription
CaseSupport ticket/request from a customer
ResolutionAI-suggested or manual solution to a case
ActivityActions taken on a case (responses, calls, etc.)

Features

Case Management

Track and resolve customer support requests:

  • Case Number - Unique identifier
  • Subject - Brief description of the issue
  • Account - Customer reporting the issue
  • Contact - Person who reported the issue
  • Priority - Urgency level
  • Status - Current case state
  • Category - Issue classification
  • Description - Full issue details
  • Assigned To - Support agent handling the case

Case Statuses

StatusDescription
OpenNew case awaiting attention
PendingWaiting for customer response or external input
In ProgressBeing actively worked on
ResolvedSolution provided, awaiting confirmation
ClosedCase completed and closed

Priority Levels

PriorityDescription
CriticalSystem down, immediate attention required
HighMajor issue affecting business operations
MediumStandard issue with workaround available
LowMinor issue or general inquiry

AI Assistance

The AI assistant helps with:

  • Auto-categorization - Automatically classify incoming cases
  • Solution Suggestions - Recommend resolutions based on similar cases
  • Response Templates - Generate contextual reply drafts
  • Priority Detection - Identify urgent cases from description
  • Knowledge Search - Find relevant KB articles automatically

Summary Dashboard

Real-time support metrics:

MetricDescription
Open CasesNumber of unresolved cases
UrgentCases with critical/high priority
Resolved TodayCases closed today
AI ResolvedPercentage of cases resolved by AI
TabView
All CasesComplete case list
OpenOnly open cases
PendingCases awaiting response
ResolvedCompleted cases

API Endpoints

EndpointMethodDescription
/api/ticketsGETList cases with filters
/api/ticketsPOSTCreate new case
/api/tickets/:idGETGet case details
/api/tickets/:idPUTUpdate case
/api/tickets/:id/resolvePOSTMark case as resolved
/api/tickets/:id/closePOSTClose case
/api/tickets/:id/reopenPOSTReopen closed case
/api/tickets/:id/assignPOSTAssign to agent
/api/tickets/:id/activitiesGETGet case activities
/api/tickets/:id/activitiesPOSTAdd activity to case
/api/tickets/:id/ai-suggestGETGet AI resolution suggestions
/api/tickets/searchGETSearch cases
/api/tickets/stats/*GETGet support statistics

@ Mentions in Chat

Reference cases directly in chat conversations:

MentionExample
@case:@case:CS-2024-001

Hover over a mention to see case details. Click to navigate to the record.

Filtering Options

Status Filters

FilterOptions
StatusAll, Open, Pending, In Progress, Resolved, Closed

Priority Filters

FilterOptions
PriorityAll, Critical, High, Medium, Low

Category Filters

FilterOptions
CategoryAll, Technical, Billing, General, Feature Request

Keyboard Shortcuts

ShortcutAction
NNew case (when in Tickets)
EscapeClose modal
/Focus search
RReply to selected case

AI Resolution Flow

  1. Case Created - Customer submits support request
  2. AI Analysis - System analyzes case description
  3. Auto-Categorize - Priority and category assigned
  4. Suggest Solutions - AI finds similar resolved cases
  5. Generate Response - Draft reply created for review
  6. Agent Review - Support agent approves or modifies
  7. Resolution - Customer receives response

Integration with CRM

Tickets integrates with your CRM data:

  1. Account Linking - Cases linked to customer accounts
  2. Contact Association - Track who reported each issue
  3. History Access - View customer’s previous cases
  4. Activity Sync - Support activities appear in CRM timeline

Best Practices

Case Management

  1. Respond quickly - Acknowledge cases within SLA
  2. Set accurate priority - Ensure urgent issues get attention
  3. Document thoroughly - Record all resolution steps
  4. Update status - Keep case status current

Using AI Assistance

  1. Review suggestions - Always verify AI recommendations
  2. Train the model - Mark good suggestions to improve accuracy
  3. Personalize responses - Edit AI drafts for customer context
  4. Escalate when needed - Don’t rely on AI for complex issues

SLA Management

  1. Define SLAs - Set response and resolution time targets
  2. Monitor compliance - Track SLA performance
  3. Escalate proactively - Flag cases approaching SLA breach

Reports

Available in Analytics:

ReportDescription
Open Cases by PriorityDistribution of active cases
Resolution TimeAverage time to resolve by category
Cases by CategoryVolume breakdown by issue type
AI Resolution RatePercentage resolved with AI assistance
Agent PerformanceCases handled per agent
SLA CompliancePercentage meeting SLA targets

Case Categories

CategoryDescription
TechnicalProduct bugs, errors, technical issues
BillingInvoice questions, payment issues
GeneralGeneral inquiries, how-to questions
Feature RequestSuggestions for new features

Activity Types

Activities logged on cases:

ActivityDescription
EmailEmail sent to/from customer
Phone CallPhone conversation logged
NoteInternal note added
Status ChangeCase status updated
AssignmentCase reassigned
ResolutionSolution provided

See Also

  • CRM — Link cases to accounts and contacts
  • Chat — AI assistant for support queries
  • Analytics — Support reports and dashboards
  • Tasks — Create follow-up tasks from cases