Ticketing System

Nabrah Ticket Inbox

Establish a professional bridge between your AI agents and your human support teams. The Ticket Inbox centralizes customer requests captured during live interactions, creating a structured layer that ensures no task is lost in transition. This feature empowers your organization to manage complex workflows across sales, customer support, and marketing. By transforming conversational data into actionable, trackable tickets within the Nabrah platform.

Ticket Inbox Creation Process

To begin organizing your customer requests, you must first establish a dedicated inbox. This centralized location serves as the repository for all actionable items generated during your AI interactions, ensuring they are routed to the correct department.

Step 1: Navigate to the Ticketing System Access the ticketing module by selecting the Ticketing System icon located in the main navigation sidebar. This will bring you to the primary dashboard where all your active and archived inboxes are managed.

Step 2: Initiate Inbox Creation Once inside the module, click the "Create Ticket Inbox" button. This action launches the configuration window where you will begin defining the parameters for your new support layer.

Ticket Inbox Configuration Parameters

Once you have initiated the creation of an inbox, you must define its operational parameters to align with your team's workflow. These settings determine how tickets are generated, categorized, and assigned.

Mandatory Inbox Identification Every inbox requires a unique and mandatory name. This identifier is used throughout the platform to distinguish between different support queues.

Resolved Calls as Tickets You have the option to activate ticket creation even for calls that the agent successfully resolves. Activating this feature is a strategic decision based on your specific requirements; it allows you to monitor the agent's performance in detail or collect comprehensive data on the types of requests your organization receives, even when manual intervention isn't required.

Defining Ticket Types To ensure proper categorization, you must specify the types of tickets this inbox will handle. You can choose from a list of pre-defined categories optimized for common industry standards, or you can create custom ticket types tailored to your unique business processes.

Automated Ticket Assignment Streamline your response time by activating the Auto-Assign feature. By toggling this button and providing the specific email address of a team member, every new ticket generated in this inbox will be automatically routed to that individual.

Redundancy and Volume Control To prevent your inbox from becoming cluttered with duplicate requests, you can limit the number of active tickets per customer. When this restriction is enabled, the agent will not create a new ticket for a customer who already has an unresolved request in the system. The agent will only generate a subsequent ticket once the previous task has been marked as Resolved.

Linking the Ticket Inbox to an Agent

To bridge your AI interactions with your support workflow, you must link your created inbox to a specific agent. This connection allows the agent to recognize when a conversation warrants a ticket and ensures the data is routed to the correct destination.

Step 1: Access Agent Configuration Navigate to the Configuration page within the agent editor. This is the central hub for managing your agent's external integrations and behavioral triggers.

Step 2: Enable Ticket Creation Locate and activate the "Ticket Creation" toggle. Enabling this button signals to the agent that it has the authority to generate tasks within your support system.

Step 3: Define the Ticket Prompt To ensure the agent captures the correct context, you must provide a brief instructional prompt. This text should define the specific conditions under which a ticket should be opened—such as an unresolved technical issue or a request for a callback—and what information must be included in the ticket summary.

Monitoring and Managing the Ticket Inbox

The Ticket Inbox serves as your primary command center for viewing and addressing customer requests generated by the AI agent. Each ticket is presented as a standalone record, providing a concise summary of the interaction along with critical metadata. By centralizing these records, you can ensure that every request is tracked from its initial capture to final resolution.

Ticket Metadata and Automation

Most core information—including the Status, Assignment status, and Ticket type—is populated automatically by the AI agent based on the context of the call. While these fields are initially set by the AI, they can be manually updated at any time to reflect changes in the workflow. However, the Priority level is uniquely managed; it is set and updated exclusively by your team members to ensure human oversight over the urgency of specific tasks.

Updating Tickets and Quick Actions

There are two primary ways to manage and update your tickets. For a deep dive, you can access the individual ticket to view the full details and history. Alternatively, for rapid adjustments, you can use the "Quick Actions" menu by clicking the three dots in the upper left corner of any ticket card. This allows you to update the status, reassign the task, or change the priority without ever leaving the main inbox view.

Internal Collaboration

Effective resolution often requires teamwork. Each ticket features an Internal Discussion area where team members can leave comments, provide updates, or share context regarding the request. these internal notes remain invisible to the customer, providing a secure space for your sales, support, or marketing teams to coordinate their efforts.

Advanced Filtering

As your volume of requests grows, you can utilize the robust filtering system to maintain organization. You can filter your view by specific contacts, priority levels, ticket types, assigned team members, or current status. This allows you to quickly isolate high-priority issues or view all tasks assigned to a specific department, ensuring your team remains focused on the most critical items.

Custom Solutions & Technical Support

While this guide covers the core mechanics of the Nabrah platform, we recognize that your business may have unique operational requirements that demand a more tailored approach. Our bots are highly capable, but sometimes a human brainstorm is the best way to solve a complex puzzle.