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:
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.
Reply to a ticket
Select the ticket from the Inbox conversations panel.
Optionally select + Add next to CC to copy additional email recipients on the reply.
Enter the reply in the message editor.
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.
Live agent
The agent currently assigned.
Teams
The team or teams currently assigned.
Person
The registered person's name, or "Unknown".
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
Runs after the ticket is closed. Produces a summary and sentiment readings.
Select Analyze to trigger.
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. See Custom fields.
Find tickets
In the Tickets dashboard, use the search field or filters to narrow results.
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
Go to the Tickets dashboard.
Select one or more tickets by their checkbox.
Select Delete tickets and confirm.
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