Ticketing system that keeps every request owned, tracked and answered
Ticketagent is a ticketing system for support and service teams that have outgrown a shared inbox. Every email, form submission, chat and API request becomes a ticket with one owner, one status and one history, so nothing slips between two people who both thought the other one replied. An AI agent drafts replies from your knowledge base and resolves the repetitive questions your team approves, and every seat plan includes those AI resolutions in the price.
What a ticketing system does for your team
A ticket is the unit of work. It holds the customer, the channel the request came from, the full conversation, internal notes, tags, custom fields, the assignee and the SLA clock. When the customer writes again, the reply lands in the same thread instead of starting a new one, so the agent sees the whole story before answering.
Ticketagent gives each ticket a clear lifecycle. A request arrives, routing rules and AI classification set its category, priority, sentiment and language, it goes to the right person or queue, the agent works it, and it closes with a status that reports can count.
- One thread per customer, with every reply, note and status change in order
- Internal notes and @mentions to pull in a colleague without the customer seeing it
- Canned replies for the answers your team writes every day
- Tags and custom fields such as plan, order number, product area or device type
- Merge for duplicate tickets when the same person writes twice about one problem
- Collision detection on Team and Business, so two agents never answer the same ticket at once
Ticket statuses that mean something
Statuses only help when everyone uses them the same way. Ticketagent ships with a small, clear set that covers the real states of a request, and your reports and SLA timers follow them.
- Open the ticket needs action from your team, and the SLA clock runs
- Pending you asked the customer something and are waiting on their answer
- On hold you are waiting on a third party, a vendor or another internal team
- Solved an agent answered and the problem is fixed; a new customer reply reopens it
- Auto-resolved the AI agent answered an approved intent above your confidence threshold and the customer did not need a person
Views, tags and ownership
Views are saved filters that turn one large queue into focused lists: unassigned tickets, tickets breaching SLA in the next hour, open tickets for enterprise customers, billing questions in Spanish. Each agent sees their own work first, and leads see the whole picture. Tags and custom fields feed those views and the routing rules, so the same data that organizes the queue also drives assignment and reporting.
How the ticketing system is set up
A small team can connect its address and turn on AI drafts in an afternoon. You do not need a consultant or a migration project to start taking tickets.
Create an inbox and forward your support address to its forwarding address. Add the web form widget to your site, and on Team add the live chat widget.
Invite your agents and set up teams, such as Tier 1, Billing and Technical.
Add tags and custom fields you already track in your head or in a spreadsheet: plan, order number, product area.
Write routing rules by keyword, customer, channel and business hours, and turn on AI classification to fill category, priority, sentiment and language.
Set an SLA policy with first response and resolution targets per priority and your business hours.
Import or write your top help center articles, then switch on AI reply drafts. When you trust the drafts, approve intents for auto-resolution.
Example lifecycle settings for a support queue
The table below shows settings a support team typically configures in its first week. The targets are yours to choose; Ticketagent measures against whatever you set.
| Request type | Priority | First response target | Status while waiting |
|---|---|---|---|
| Login or password problem | High | 1 business hour | Pending |
| Billing question | Normal | 4 business hours | Pending |
| Bug report | High | 2 business hours | On hold (engineering) |
| How-to question | Low | 8 business hours | Pending |
| Feature request | Low | 1 business day | Solved after logging |
Frequently asked questions about the ticketing system
Solved means an agent answered the ticket; auto-resolved means the AI agent answered an approved intent above your confidence threshold without a person.
Yes, you add custom fields such as plan, order number or device type and use them in views, routing rules and reports.
An agent merges the two tickets into one thread, so the history stays in one place and the customer gets one answer.
On Team and Business, Ticketagent shows when another agent is viewing or replying to a ticket, so two people never send two different answers.
Yes, a new customer reply moves the ticket back to open and restarts the relevant SLA timer.
You can create tickets through the REST API, which teams use to bring over open tickets when they switch.
Pricing
Ticketagent is priced per agent seat, billed monthly or yearly. Starter is $29 per agent per month, Team is $59 and Business is $99, with lower prices on yearly billing. AI reply drafts and a pooled number of AI auto-resolutions are included in every plan, so the bill does not grow when the AI does its job. See the full breakdown on help desk software pricing.