When a caller needs follow-up that the assistant can't handle on the phone, the assistant can open a support ticket for them. The ticket number is saved with the call, so your team can find it in Calls and pick it up.
This works when ticket creation is set up for your phone assistant. See Ticket creation.
How the assistant opens a ticket
- The caller agrees to a ticket. The assistant offers one when it can't answer a question, when your team isn't available, or when the caller asks for it.
- The assistant makes sure it understands the problem or request.
- It asks for the caller's full name and email, reads them back and spells the email letter by letter to confirm. If something's wrong, the caller corrects it and the assistant confirms again.
- It opens the ticket and reads the ticket number back to the caller, digit by digit.
If the ticket can't be created, the assistant tells the caller and gives a short reason.
Find tickets in Calls
- The Ticket column shows the number, for example #TK-123456.
- Turn on the With ticket filter to list only calls where a ticket was opened.
- In the call's detail panel, a "Ticket #… opened on this call" box shows the number with a Copy button, so you can paste it into your ticket system.
- The AI summary usually mentions the ticket and what's still open for your team.
Where the ticket goes
That depends on how ticket creation is set up:
- By Email: the assistant sends an email to the address you set, with the ticket number and your Subject prefix in the subject. The caller's email is set as reply-to, so you can answer them directly.
- By Hostbill: the ticket is created in your HostBill support department. Edenia sets this up for you.
Good to know
- Outside office hours the assistant doesn't offer to transfer the call. If the caller asks for a person, it says the team isn't available right now and offers a ticket instead.
- The assistant never asks for or writes down card numbers, security codes, passwords or one-time codes, even in a ticket.
- If you don't see the Ticket column, your screen may be too narrow. Open the call to see the ticket in the detail panel.
- Tickets opened from a browser test call are real tickets. Keep that in mind when you try the assistant. See Test your assistant.