Why tickets when there is an inbox
The inbox shows conversations. A ticket is something else: a case that stays open until somebody closes it — even when nobody writes in between. "Customer waiting for the supplier to call back" is not a conversation, it is a case.
When Alpheris creates one itself
- Outside your hours. If the AI cannot help and nobody is online, a ticket is created instead of a promise.
- For urgent matters with no agent available. Then with high priority, a notification and [URGENT] in the mail.
- When the customer agrees. The AI offers to record the case; if the customer says yes, the ticket is created with their request as the subject.
States
Open, in progress, waiting on customer, solved, closed. "Waiting on customer" is the important one: while the ball is with the customer, the case does not count against your response time.
Priority
Low, normal, high, urgent. Alpheris sets it when creating tickets automatically; you can change it at any time. The list sorts by priority, not by age — an urgent case from today sits above a normal one from last week.
Ownership
A ticket belongs to a person, not to the team. Without an owner nobody feels responsible — which is why assigning is the first step, not the last.
Views
Above the list sits a chip bar: mine, open, urgent, unassigned, waiting on customer. Each chip carries its count, so you see where things are piling up without clicking.
The link to the conversation
Every ticket knows the conversation it came from — and the other way round. From the ticket you jump into the thread without searching, and see what has already been promised to the customer.
What a ticket is not
Not a to-do list for internal work. If nobody outside your team is waiting for the result, it does not belong here — otherwise the one case where a customer really is waiting gets lost.