Ticket Management and Analytics

The ANALYZE tab combines ticket management with conversation analytics. Track escalated conversations, manage your support workflow, and gain insights to improve your knowledge base.

Ticket Inbox

Overview

All escalated conversations appear as support tickets with:

• Ticket title - Auto-generated from conversation context
• Status - open, in_progress, resolved, closed
• Priority - low, normal, high, urgent
• Created date - When ticket was created
• Last updated - Most recent activity
• Unread indicator - New or updated tickets

Filtering and Search

Find tickets quickly with powerful filters:

Filter by Status

Filter by Priority

Filter by Date Range

• Last 24 hours
• Last 7 days
• Last 30 days
• Custom date range

Keyword Search

Search ticket titles and content for specific terms:

• Customer names
• Product names
• Order numbers
• Error messages
• Specific topics

Viewing Ticket Details

Click any ticket to view full details:

Conversation Transcript

See the complete conversation that led to escalation:

• All customer messages - What they asked
• All AI responses - What the AI said
• Tool executions - Actions attempted
• Knowledge chunks - Content the AI used
• Escalation reason - Why it escalated

Ticket Metadata

• Customer information (if available)
• Created timestamp
• Last updated timestamp
• Resolution date (when marked resolved)

Internal Notes

Collaborate with your team:

• Add notes visible only to your team (not customers)
• Track progress on resolution
• Leave instructions for other team members
• Document decisions made
• View note history with author and timestamp

Managing Tickets

Update Status

Change ticket status as work progresses:

1. Open → In Progress when you start working on it
2. In Progress → Resolved when issue is addressed
3. Resolved → Closed when confirmed complete

Update Priority

Adjust priority based on urgency:

• Escalate to Urgent for critical issues
• Downgrade to Low for non-time-sensitive questions
• Most tickets stay at Normal priority

Mark Read/Unread

• Unread count badge shows new tickets
• Click to mark as read when reviewed
• Mark unread to remind yourself to follow up

Email Notifications

Configuration

Set up email notifications for new tickets:

1. Go to Account → Organization
2. Find Ticket Notifications section
3. Set “from” email address for notifications
4. Configure recipient email(s)
5. Save changes

What Gets Sent

Automatic email includes:

• Ticket title and ID
• Priority level
• Customer information
• First few lines of conversation
• Link to admin dashboard
• Timestamp

Conversation Analytics

Beyond ticket management, the ANALYZE tab provides insights about every conversation—not just escalations.

Conversation Snapshot

• Total conversations in the last 7 days (with deltas week-over-week)
• How many were resolved vs escalated
• AI involvement percentage (sessions where the assistant replied)
• Average number of messages per session
• Average AI response time (from user message to assistant reply)

Top Keywords

• A rolling list of the terms customers mention most often
• Helpful for spotting new topics you should document or automate

Conversation Viewer

• Pick any recent conversation to inspect the full transcript
• See tool calls, citations, and user feedback directly in the side sheet

Using Insights to Improve

Identify Content Gaps

Look for:

1. Frequent escalations on the same topic → Add documentation
2. Keywords that dominate the analytics tab → Expand articles around those themes
3. Questions AI can’t answer (ticket reason mentions “no source found”) → Knowledge base gap
4. Similar questions with different phrasing → Add variations

Optimize Content

Based on analytics:

• Rewrite articles with low relevance scores
• Add examples to vague documentation
• Break up large articles into focused topics
• Use customer phrasing in your content

Improve AI Guidance

If you see patterns in:

• Wrong tone → Adjust tone settings
• Missing actions → Update tool configuration
• Poor context handling → Refine AI guidance
• Unnecessary escalations → Add confidence rules

Reporting

Need raw data for deeper analysis? Use Supabase (or the provided SQL editor) to export conversations, tickets, or billing events. Many teams connect their BI tool directly to Supabase for long-term reporting.

Best Practices

Ticket Management

1. Respond promptly to escalated tickets
2. Update status as you work on tickets
3. Use internal notes to document findings
4. Close tickets when fully resolved
5. Review patterns weekly for insights

Using Analytics

1. Check analytics weekly for trends
2. Identify top 3 gaps in knowledge base
3. Add content to address those gaps
4. Monitor improvement in resolution rate
5. Iterate continuously based on data

Team Collaboration

1. Use internal notes to communicate handoffs
2. Mark tickets read/unread so teammates know what needs attention
3. Share insights from escalations in your team channel
4. Update the knowledge base based on repeated questions
5. Review analytics together during weekly standups

Next Steps

• Improve your knowledge base based on analytics
• Configure workflows to reduce escalations
• Review best practices for optimal performance
• Check support options if you need help