Every issue owned, from first message to resolved.
A complete ticketing desk inside Auxy. The AI resolves what it can, and the rest reaches the right person with the whole story attached.
Voice, chat, email, WhatsApp and social in one queue
What happens after someone asks for help
A ticket is a promise to a customer. Auxy keeps track of it until it is kept.
- 01
Captured
A call, chat, email, WhatsApp or social message becomes a ticket in one click, or automatically when an email arrives.
- 02
Understood
Auxy summarises the conversation, reads the sentiment and sets the severity before anyone opens it.
- 03
Owned
The ticket goes to the right team and person. If they are away, it moves to someone who is not.
- 04
Resolved
The customer hears back on the channel they started on, with nothing asked twice.
Support that holds up when things go wrong
For customersNobody explains their problem twice
Every ticket carries the full conversation, the customer profile and an AI summary. Whoever picks it up starts from where the customer left off, not from zero.
- Full thread, files and history on every ticket
- AI summary and suggested resolution
- Replies go out on the customer’s own channel
AssignmentAlways with someone who can act
Tickets route by team. When the owner is offline, away or on leave, the ticket is offered to another available agent, and a delayed reply escalates to the manager.
- Automatic reassignment when an agent is unavailable
- Escalation to managers when replies run late
- Instant banner alerts for new conversations
Back officeBring in finance or ops without losing the customer
When an answer sits with another team, open a back-office ticket and link that team. They work the question internally while your agent keeps the live conversation going.
- Linked back-office tickets for other teams
- Internal discussion kept apart from the customer thread
- The outcome goes straight back to the customer
A full service desk, not an add-on
The same workspace your AI agents and your team already share.
Full-page ticket table
See the whole queue in one view, and sort and filter it your way.
Custom stages
Managers and owners add the stages their process actually uses.
Convert to ticket
Turn any conversation into a ticket without leaving the inbox.
Email to ticket
Incoming email opens a ticket, and the AI agent can draft the reply.
Snooze
Park a ticket while you wait. It wakes the moment the customer replies.
Merge and reopen
Fold duplicates together and reopen a ticket when the issue returns.
Severity and SLA filters
Filter by severity, team, agent, date and SLA to see what is at risk.
AI severity and sentiment
Auxy classifies urgency and mood so the hardest cases surface first.
Comments and files
Internal notes, attachments and the linked lead sit beside the thread.
Team visibility
Each team sees its own queue, with performance reported per team.
Roles and permissions
Decide who can view, assign, escalate and close.
Audit timeline
Every assignment, status change and reply is recorded on the ticket.
Ticketing questions, answered
What is Auxy Ticketing?
Auxy Ticketing is the service desk built into Auxy AI. The AI agent resolves what it can on voice, chat, email, WhatsApp and social, and anything that needs a person becomes a ticket with a named owner and the full conversation attached.
How does a conversation become a ticket?
An agent can convert any call, chat, WhatsApp or social conversation into a ticket in one click without leaving the inbox. Incoming email can open a ticket automatically.
What happens when the assigned agent is unavailable?
If the ticket owner is offline, away or on leave, Auxy offers the ticket to another available agent. If a reply runs late, the ticket escalates to the manager.
Can other teams such as finance or operations work on a ticket?
Yes. An agent can open a linked back-office ticket for another team. That team works the question internally while the agent keeps the customer conversation going, and the outcome goes back to the customer.
How does AI help with tickets?
Auxy writes a summary of the conversation, suggests a resolution, classifies severity and reads customer sentiment, so the most urgent tickets surface first and nobody has to re-read the whole thread.
What happens when I snooze a ticket?
A snoozed ticket leaves the active queue while you wait. It wakes automatically the moment the customer replies.
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