Support Tickets
Track, manage, and resolve support requests from contacts using Fonify's built-in ticketing system.
Support Tickets
When your AI assistant identifies a support request during a call or message, Fonify can automatically create a support ticket. Your team can then track, prioritize, and resolve these tickets from a centralized dashboard.
How Tickets Are Created
Tickets can be generated in three ways:
AI-Generated
Your assistant detects a support need during a call and creates a ticket automatically with the issue details and transcript.
Manual Creation
Team members create tickets manually from the contact detail page or the tickets dashboard.
Contact Request
During inbound calls, the assistant offers to create a ticket when the issue cannot be resolved in the conversation.
Ticket Dashboard
Navigate to Contacts > Support Tickets to view all tickets. The dashboard shows:
- Open tickets: Unresolved issues awaiting action
- In progress: Tickets currently being worked on
- Resolved: Completed tickets
- Closed: Archived tickets that require no further action
Each ticket displays the contact name, subject, priority, assigned team member, and creation date.
Creating a Ticket Manually
Go to Contacts > Support Tickets and click New Ticket.
Search for and select the contact associated with this ticket. Their phone number and interaction history are linked automatically.
- Subject: Brief summary of the issue
- Description: Detailed explanation, including any relevant context from the call
- Priority: Low, Medium, High, or Urgent
- Category: Select from predefined categories (e.g., billing, technical, general inquiry)
Optionally assign the ticket to a team member. Click Create Ticket.
Ticket Lifecycle
The ticket is created and awaiting action. It appears in the open queue for the assigned team member or the general pool.
A team member picks up the ticket and begins working on it. Add internal notes and updates as you investigate.
The issue is fixed. Add a resolution note explaining what was done. The contact can be notified automatically.
After the contact confirms the resolution (or after a defined period), the ticket is closed and archived.
Tickets automatically move to "Closed" status 7 days after being resolved, unless the contact reopens them.
Working with Tickets
From the ticket detail view, you can:
- Add notes visible to your team (not the contact)
- View linked calls with transcripts and summaries
- Reassign to a different team member
- Change priority -- urgent tickets appear at the top with a visual indicator
Tip
Priority and severity logic for AI-generated tickets is configured during setup. If tickets need different routing or urgency rules, contact support.
Filtering and Metrics
Filter tickets by status, priority, assignee, category, or date range. The dashboard shows summary metrics including open count, average resolution time, and distribution by priority and category.
A growing backlog of open tickets may indicate your AI assistant needs updated knowledge base content to handle common issues more effectively.