Tickets

Manage a repository of all ticketed support cases.

Each email in a ticket uses one interaction, a consumable resource in Proto.

Requires various permissions to view, manage, transfer, export, and download tickets at the individual or team level.

A ticket is a support case carried over an email thread between a person and a live agent. Unlike livechats, tickets are asynchronous and have no AI interaction. They are typically created to formally log an issue or continue support after a conversation ends.

---

Create a ticket

Tickets can be created from three places: the Inbox dashboard (select the add icon in the conversations panel), an open livechat (select the create-ticket icon in the message editor → Create ticket), or the Tickets dashboard (select Create ticket).

Then fill in the Create ticket dialog:

Field	Description
Subject	The email thread subject line, seen by the recipient
Sender email	Defaults to the Proto address; alternates configured in Email domains
Live agent	Initial assignee. Optional.
Teams	Initial team assignment. Optional.
Person	Select an existing person or register a new one by email

Select Create ticket, write the first email in the message editor, then press Send.

When a ticket is created from an open livechat, any custom field values already set on that chat are copied to the new ticket automatically. This also happens when a ticket is created by an AI agent's Create ticket action, or through the API. If the creation method also sets specific custom field values — for example, fields configured on the Create ticket action — those values override the copied ones for the same field.

---

Reply to a ticket

1. Select the ticket from the Inbox conversations panel.

2. Optionally select + Add next to CC to copy additional email recipients on the reply.

3. Enter the reply in the message editor.

4. Press Send or Takeover & send.

See Message editor for CC recipients, AI enhancements, attachments, emojis, and internal notes.

---

Manage a ticket

Select a ticket from the Inbox or Tickets dashboard to open its details panel.

Assignment

Field	Description
Live agent	The agent currently assigned.
Teams	The team or teams currently assigned.
Person	The registered person's name, or "Unknown".

Details

Field	Description
Ticket ID	Static ID assigned by Proto
Short ID	Shortened version of the ticket ID
Created by	Person or live agent that sent the first email
Description	Editable summary of the ticket
Status	Open, Pending, Overdue, Resolved, or Closed
Created	Date and time the ticket started
Email sender	Editable — changes the next outbound email's address
Linked conversation	The livechat this ticket was created from, if any

AI Analysis

Runs after the ticket is closed. Produces a summary and sentiment readings.

Select Analyze to trigger.

Notes & Tags

Notes — internal notes visible only to live agents. Select the add icon to create, edit icon to update, delete icon to remove. Use the colour picker to distinguish notes visually.

Tags — tags assigned to the ticket for filtering. See Tags.

Custom fields — editable custom fields for the ticket, as configured in workspace settings. These are the same conversation custom fields used on livechats. See Custom fields.

---

Find tickets

In the Tickets dashboard, use the search field or filters to narrow results. The search field accepts up to 256 characters; the platform rejects longer search requests.

Filter	Options
Live agent	Select an agent
Team	Select a team
Status	Open, Pending, Resolved, Overdue, Closed
Created by	Person or live agent
Created on	Presets or custom date range
Email sending status	Pending, Sending, Sent, Failed to send, Delivered, Failed to deliver
Tags / Tag groups	Select from workspace tags
Custom fields	Workspace custom fields

---

Export tickets

See Exports for details.

---

Delete tickets

1. Go to the Tickets dashboard.

2. Select one or more tickets by their checkbox.

3. Select Delete tickets and confirm.