Tickets: support desk essentials
Last updated 2026-10-13
Ticket lifecycle, SLA, auto-assignment, email-to-ticket, AI triage with review queue, and merchant portal filing.
Tickets is the support desk for 3PL customer service: every request becomes a TKT- ticket with category, priority, and a state machine (open → in_progress → pending → resolved → closed). The list page plus a slide-out drawer keeps the daily flow to open → read → reply → reassign → close.
Core workflow in 4 steps#
- Tickets arrive from the merchant portal, email-to-ticket (IMAP monitoring with dedup), or manual creation; SLA is auto-computed from priority (urgent 4h / high 8h / medium 24h / low 72h).
- Auto-assignment rules (direct or round-robin) route the ticket; AI triage (AUTO / REVIEW / HUMAN) drafts replies and auto-links related order documents (SO-/OO-/IR-/INV-/RM-).
- Reply from the drawer: internal notes stay private, public replies go to the merchant. Batch assign / batch close from the list.
- AI-drafted replies sit in the review queue until a human approves; merchants can file and track tickets from their portal with two-way sync.
Related systems#
- Merchant Portal — merchants file tickets and get replies with two-way sync.
- Orders / WMS / Accounting — AI auto-detects document numbers on tickets and links them for one-click jump.
Guiding principle is "easy and enough": one list page + one drawer, no admin maze. Canned replies and ticket merge are the planned P0 gaps — check the actual pages for availability.