Ticket Analytics helps teams track:

ticket volume
resolution progress
team workload
support performance
operational trends

These insights help businesses improve support workflows and response management over time.

Open Ticket Analytics

To access ticket analytics:

Open your AI Agent workspace
Go to Tickets
Open the Analytics tab

Inside this section, you can review ticket performance metrics and workflow insights.

Review ticket metrics

Ticket Analytics may include metrics such as:

total tickets
resolved tickets
open tickets
pending tickets
average resolution time

These metrics help teams understand overall support performance.

Monitor ticket statuses

Analytics helps teams review how tickets move across statuses such as:

Open
In Progress
Pending
Resolved

This helps identify:

workflow bottlenecks
unresolved requests
overloaded support queues

Review team workload

Ticket Analytics may also help monitor:

teammate assignments
support distribution
workload balance
operational efficiency

This is especially useful for larger support teams handling high ticket volumes.

Identify operational trends

Over time, analytics can help teams identify:

recurring customer problems
peak support periods
escalation patterns
slow response workflows

These insights help improve both AI and human support operations.

Use analytics to improve workflows

Many teams use Ticket Analytics to:

optimize ticket routing
improve response handling
reorganize priorities
identify staffing needs

Regular analysis usually improves long-term support efficiency.

Combine analytics with AI workflows

Ticket Analytics works well alongside:

Inbox conversations
Human Handoff
AI Analysis
ticket assignments

This creates a more complete operational support system.

Review analytics regularly

Support teams often review analytics:

daily for active operations
weekly for workflow reviews
monthly for performance reporting

Consistent monitoring helps maintain healthier support workflows.

Best practices for Ticket Analytics

For better operational visibility:

review unresolved tickets regularly
monitor ticket trends over time
identify repetitive support issues
track workload distribution

Well-monitored support systems usually scale more effectively.

PRO TIP:
Focus on unresolved and recurring ticket categories first. These areas usually reveal the biggest opportunities for workflow improvement.

Next steps

","Ticket Analytics helps teams track:\n\n- ticket volume\n- resolution progress\n- team workload\n- support performance\n- operational trends\n\nThese insights help businesses improve support workflows and response management over time.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/analytics-Vtt5WA9UKJUyzQUQgCQfaYDje0PVr4.png)## Open Ticket Analytics\n\nTo access ticket analytics:\n\n1. Open your AI Agent workspace\n2. Go to **Tickets**\n3. Open the **Analytics** tab\n\nInside this section, you can review ticket performance metrics and workflow insights.\n\n## Review ticket metrics\n\nTicket Analytics may include metrics such as:\n\n- total tickets\n- resolved tickets\n- open tickets\n- pending tickets\n- average resolution time\n\nThese metrics help teams understand overall support performance.\n\n## Monitor ticket statuses\n\nAnalytics helps teams review how tickets move across statuses such as:\n\n- Open\n- In Progress\n- Pending\n- Resolved\n\nThis helps identify:\n\n- workflow bottlenecks\n- unresolved requests\n- overloaded support queues\n\n## Review team workload\n\nTicket Analytics may also help monitor:\n\n- teammate assignments\n- support distribution\n- workload balance\n- operational efficiency\n\nThis is especially useful for larger support teams handling high ticket volumes.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/ticket-analysis-2-SwbyCoZF0cE7rcaAyVMrX0N8RzWbAs.png)## Identify operational trends\n\nOver time, analytics can help teams identify:\n\n- recurring customer problems\n- peak support periods\n- escalation patterns\n- slow response workflows\n\nThese insights help improve both AI and human support operations.\n\n## Use analytics to improve workflows\n\nMany teams use Ticket Analytics to:\n\n- optimize ticket routing\n- improve response handling\n- reorganize priorities\n- identify staffing needs\n\nRegular analysis usually improves long-term support efficiency.\n\n## Combine analytics with AI workflows\n\nTicket Analytics works well alongside:\n\n- Inbox conversations\n- Human Handoff\n- AI Analysis\n- ticket assignments\n\nThis creates a more complete operational support system.\n\n## Review analytics regularly\n\nSupport teams often review analytics:\n\n- daily for active operations\n- weekly for workflow reviews\n- monthly for performance reporting\n\nConsistent monitoring helps maintain healthier support workflows.\n\n## Best practices for Ticket Analytics\n\nFor better operational visibility:\n\n- review unresolved tickets regularly\n- monitor ticket trends over time\n- identify repetitive support issues\n- track workload distribution\n\nWell-monitored support systems usually scale more effectively.\n\n

PRO TIP:
Focus on unresolved and recurring ticket categories first. These areas usually reveal the biggest opportunities for workflow improvement.

\n\n\n## Next steps\n\n- [Assign tickets to team members](https://help.mando.cx/articles/emqnyezni4rt-assign-tickets-to-team-members)\n- [Use ticket statuses](https://help.mando.cx/articles/aiq7vs297zeb-use-ticket-statuses)\n- [Understand tickets](https://help.mando.cx/articles/vwtr2p2pqo4t-understand-tickets)",{"_54":253,"_254":255},"doc","content",[256,264,305,310,317,326,331,369,374,380,385,423,428,434,439,470,475,499,505,510,541,546,550,556,561,592,597,603,608,639,644,650,655,686,691,697,702,726,731,737,742,773,778,795,801,843],{"_54":257,"_258":259,"_254":261},"paragraph","attrs",{"_260":-5},"textAlign",[262],{"_149":263,"_54":149},"Ticket Analytics helps teams track:",{"_54":265,"_258":266,"_254":268},"bulletList",{"_267":27},"tight",[269,277,284,291,298],{"_54":270,"_254":271},"listItem",[272],{"_54":257,"_258":273,"_254":274},{"_260":-5},[275],{"_149":276,"_54":149},"ticket 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These areas usually reveal the biggest opportunities for workflow improvement.",{"_54":794},"quoteCaption",{"_54":318,"_258":796,"_254":798},{"_32":797,"_321":322,"_260":-5},"f523b1f9-0abf-46ac-b4b3-5fd170f41294",[799],{"_149":800,"_54":149},"Next steps",{"_54":265,"_258":802,"_254":803},{"_267":27},[804,821,832],{"_54":270,"_254":805},[806],{"_54":257,"_258":807,"_254":808},{"_260":-5},[809],{"_149":810,"_54":149,"_352":811},"Assign tickets to team members",[812],{"_54":76,"_258":813},{"_814":815,"_816":817,"_818":-5,"_819":820},"rel","noopener noreferrer nofollow","href","https://help.mando.cx/articles/emqnyezni4rt-assign-tickets-to-team-members","class","target","_blank",{"_54":270,"_254":822},[823],{"_54":257,"_258":824,"_254":825},{"_260":-5},[826],{"_149":827,"_54":149,"_352":828},"Use ticket statuses",[829],{"_54":76,"_258":830},{"_814":815,"_816":831,"_818":-5,"_819":820},"https://help.mando.cx/articles/aiq7vs297zeb-use-ticket-statuses",{"_54":270,"_254":833},[834],{"_54":257,"_258":835,"_254":836},{"_260":-5},[837],{"_149":838,"_54":149,"_352":839},"Understand tickets",[840],{"_54":76,"_258":841},{"_814":815,"_816":842,"_818":-5,"_819":820},"https://help.mando.cx/articles/vwtr2p2pqo4t-understand-tickets",{"_54":257,"_258":844},{"_260":-5},{},[847,848,174,849,850,851,6],"app_01ks2zvns1ecyt3sxc4cwwep7q","app_01kq8mskfsecyakfb1wnekts1h","app_01kqgdbpgzfzy9vr4t7497vy8s","app_01kqsbe6dsfezab9e3n8b8vzh0","app_01ksdzc3xnfqct0v509pt4ptvm",["D",1779676827392],"bca892729b1ade85e7410695f19fd385d072347a24cf49e2c00f5afe7be61163",{"_32":855,"_34":856,"_36":857,"_38":39,"_5":6,"_40":33,"_41":858,"_43":-5,"_44":9,"_45":-5,"_46":47,"_48":859,"_49":50,"_51":50,"_52":53,"_54":247,"_56":810,"_58":63,"_60":860,"_62":861,"_64":862,"_65":863,"_66":1342,"_68":69,"_70":69,"_71":-5,"_72":1343,"_74":27,"_75":27,"_76":-5,"_77":-5,"_78":-5,"_79":1344,"_80":81,"_82":1345,"_83":-5},"cnt_01ks2dh658f68b8z64y6m1ggj6",["D",1779271506092],["D",1784446543585],"emqnyezni4rt",["D",1779274856651],"Learn how to assign tickets to teammates in Mando AI and organize support ownership across your team.","

Ticket assignments help teams:

distribute workloads
track ownership
avoid duplicate replies
improve accountability
manage escalations more efficiently

Assignments are especially useful for growing support and ecommerce teams.

Open a ticket

To assign a ticket:

Open your AI Agent workspace
Go to Tickets
Open a ticket from either:
- Kanban View
- Table View

Inside the ticket details panel, you can manage assignments and workflow settings.

Assign a teammate

To assign the ticket:

Find the Assignee field
Select a teammate from the dropdown
Save the changes if required

The selected teammate will become responsible for handling the ticket.

Update assignments later

Assignments can be changed at any time.

Teams often reassign tickets when:

support shifts change
escalations happen
specialized support is needed
workloads need balancing

This helps maintain smoother support operations.

Use assignments with ticket statuses

Assignments work best together with:

ticket statuses
priorities
categories
Human Handoff workflows

For example:

a ticket may move from Open to In Progress
while also being assigned to a support teammate

This creates a clearer workflow for support teams.

Organize team workflows

Assignments help teams:

track ticket ownership
reduce confusion
improve response coordination
monitor unresolved issues

This becomes especially important as ticket volume grows.

Combine assignments with Human Handoff

When Human Handoff is enabled:

escalated conversations can later become assigned tickets
support agents can continue the conversation manually
ownership becomes easier to track

This creates a smoother transition between AI and human support.

Best practices for ticket assignments

For better support workflows:

assign tickets early
avoid leaving tickets unassigned
define ownership clearly
review unresolved tickets regularly

Organized assignment workflows usually improve support efficiency significantly.

PRO TIP:
Use assignments together with priorities and statuses to create a clear support workflow across your entire team.

Next steps

","## Ticket assignments help teams:\n\n- distribute workloads\n- track ownership\n- avoid duplicate replies\n- improve accountability\n- manage escalations more efficiently\n\nAssignments are especially useful for growing support and ecommerce teams.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/asignee-OAcCL1XIqT7sgonTwSxkAmSeQqMUob.png)## Open a ticket\n\nTo assign a ticket:\n\n1. Open your AI Agent workspace\n2. Go to **Tickets**\n3. Open a ticket from either:\n - **Kanban View**\n - **Table View**\n\nInside the ticket details panel, you can manage assignments and workflow settings.\n\n## Assign a teammate\n\nTo assign the ticket:\n\n1. Find the **Assignee** field\n2. Select a teammate from the dropdown\n3. Save the changes if required\n\nThe selected teammate will become responsible for handling the ticket.\n\n## Update assignments later\n\nAssignments can be changed at any time.\n\nTeams often reassign tickets when:\n\n- support shifts change\n- escalations happen\n- specialized support is needed\n- workloads need balancing\n\nThis helps maintain smoother support operations.\n\n## Use assignments with ticket statuses\n\nAssignments work best together with:\n\n- ticket statuses\n- priorities\n- categories\n- Human Handoff workflows\n\nFor example:\n\n- a ticket may move from **Open** to **In Progress**\n- while also being assigned to a support teammate\n\nThis creates a clearer workflow for support teams.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/ticket-assigned-bmXSMRreqSxeqPcYbVt6WJPrUVr98l.png)## Organize team workflows\n\nAssignments help teams:\n\n- track ticket ownership\n- reduce confusion\n- improve response coordination\n- monitor unresolved issues\n\nThis becomes especially important as ticket volume grows.\n\n## Combine assignments with Human Handoff\n\nWhen Human Handoff is enabled:\n\n- escalated conversations can later become assigned tickets\n- support agents can continue the conversation manually\n- ownership becomes easier to track\n\nThis creates a smoother transition between AI and human support.\n\n## Best practices for ticket assignments\n\nFor better support workflows:\n\n- assign tickets early\n- avoid leaving tickets unassigned\n- define ownership clearly\n- review unresolved tickets regularly\n\nOrganized assignment workflows usually improve support efficiency significantly.\n\n

PRO TIP:
Use assignments together with priorities and statuses to create a clear support workflow across your entire team.

\n\n\n## Next steps\n\n- [Understand ticket analytics](https://help.mando.cx/articles/8bky8677bnpo-understand-ticket-analytics)\n- [Use ticket statuses](https://help.mando.cx/articles/aiq7vs297zeb-use-ticket-statuses)\n- [Understand tickets](https://help.mando.cx/articles/vwtr2p2pqo4t-understand-tickets)",{"_54":253,"_254":864},[865,871,909,914,918,924,929,975,980,986,991,1021,1026,1032,1037,1042,1073,1078,1084,1089,1120,1125,1150,1155,1159,1165,1170,1201,1206,1212,1217,1241,1246,1252,1257,1287,1292,1304,1309,1340],{"_54":318,"_258":866,"_254":868},{"_32":867,"_321":322,"_260":-5},"09e54789-9f5e-4069-8e3e-b74d9892a0d6",[869],{"_149":870,"_54":149},"Ticket assignments help teams:",{"_54":265,"_258":872,"_254":873},{"_267":27},[874,881,888,895,902],{"_54":270,"_254":875},[876],{"_54":257,"_258":877,"_254":878},{"_260":-5},[879],{"_149":880,"_54":149},"distribute workloads",{"_54":270,"_254":882},[883],{"_54":257,"_258":884,"_254":885},{"_260":-5},[886],{"_149":887,"_54":149},"track ownership",{"_54":270,"_254":889},[890],{"_54":257,"_258":891,"_254":892},{"_260":-5},[893],{"_149":894,"_54":149},"avoid duplicate replies",{"_54":270,"_254":896},[897],{"_54":257,"_258":898,"_254":899},{"_260":-5},[900],{"_149":901,"_54":149},"improve accountability",{"_54":270,"_254":903},[904],{"_54":257,"_258":905,"_254":906},{"_260":-5},[907],{"_149":908,"_54":149},"manage escalations more efficiently",{"_54":257,"_258":910,"_254":911},{"_260":-5},[912],{"_149":913,"_54":149},"Assignments are especially useful for growing support and ecommerce teams.",{"_54":204,"_258":915},{"_312":-5,"_313":916,"_56":-5,"_315":917},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/asignee-OAcCL1XIqT7sgonTwSxkAmSeQqMUob.png","ast_01ks2gmpmdfzw9p0755pwjsysj",{"_54":318,"_258":919,"_254":921},{"_32":920,"_321":322,"_260":-5},"d906649d-5ce2-4c81-8f40-477385c3cfdd",[922],{"_149":923,"_54":149},"Open a ticket",{"_54":257,"_258":925,"_254":926},{"_260":-5},[927],{"_149":928,"_54":149},"To assign a ticket:",{"_54":332,"_258":930,"_254":931},{"_54":-5,"_334":335,"_267":27},[932,938,947],{"_54":270,"_254":933},[934],{"_54":257,"_258":935,"_254":936},{"_260":-5},[937],{"_149":343,"_54":149},{"_54":270,"_254":939},[940],{"_54":257,"_258":941,"_254":942},{"_260":-5},[943,944],{"_149":350,"_54":149},{"_149":57,"_54":149,"_352":945},[946],{"_54":355},{"_54":270,"_254":948},[949,954],{"_54":257,"_258":950,"_254":951},{"_260":-5},[952],{"_149":953,"_54":149},"Open a ticket from either:",{"_54":265,"_258":955,"_254":956},{"_267":27},[957,966],{"_54":270,"_254":958},[959],{"_54":257,"_258":960,"_254":961},{"_260":-5},[962],{"_149":963,"_54":149,"_352":964},"Kanban View",[965],{"_54":355},{"_54":270,"_254":967},[968],{"_54":257,"_258":969,"_254":970},{"_260":-5},[971],{"_149":972,"_54":149,"_352":973},"Table View",[974],{"_54":355},{"_54":257,"_258":976,"_254":977},{"_260":-5},[978],{"_149":979,"_54":149},"Inside the ticket details panel, you can manage assignments and workflow settings.",{"_54":318,"_258":981,"_254":983},{"_32":982,"_321":322,"_260":-5},"d957a4bc-09b2-4688-9c0c-6a4813a58a0a",[984],{"_149":985,"_54":149},"Assign a teammate",{"_54":257,"_258":987,"_254":988},{"_260":-5},[989],{"_149":990,"_54":149},"To assign the ticket:",{"_54":332,"_258":992,"_254":993},{"_54":-5,"_334":335,"_267":27},[994,1007,1014],{"_54":270,"_254":995},[996],{"_54":257,"_258":997,"_254":998},{"_260":-5},[999,1001,1005],{"_149":1000,"_54":149},"Find the ",{"_149":1002,"_54":149,"_352":1003},"Assignee",[1004],{"_54":355},{"_149":1006,"_54":149}," field",{"_54":270,"_254":1008},[1009],{"_54":257,"_258":1010,"_254":1011},{"_260":-5},[1012],{"_149":1013,"_54":149},"Select a teammate from the dropdown",{"_54":270,"_254":1015},[1016],{"_54":257,"_258":1017,"_254":1018},{"_260":-5},[1019],{"_149":1020,"_54":149},"Save the changes if required",{"_54":257,"_258":1022,"_254":1023},{"_260":-5},[1024],{"_149":1025,"_54":149},"The selected teammate will become responsible for handling the ticket.",{"_54":318,"_258":1027,"_254":1029},{"_32":1028,"_321":322,"_260":-5},"dd7dbee8-6064-4613-babc-4aff85f4c9cb",[1030],{"_149":1031,"_54":149},"Update assignments later",{"_54":257,"_258":1033,"_254":1034},{"_260":-5},[1035],{"_149":1036,"_54":149},"Assignments can be changed at any time.",{"_54":257,"_258":1038,"_254":1039},{"_260":-5},[1040],{"_149":1041,"_54":149},"Teams often reassign tickets when:",{"_54":265,"_258":1043,"_254":1044},{"_267":27},[1045,1052,1059,1066],{"_54":270,"_254":1046},[1047],{"_54":257,"_258":1048,"_254":1049},{"_260":-5},[1050],{"_149":1051,"_54":149},"support shifts change",{"_54":270,"_254":1053},[1054],{"_54":257,"_258":1055,"_254":1056},{"_260":-5},[1057],{"_149":1058,"_54":149},"escalations happen",{"_54":270,"_254":1060},[1061],{"_54":257,"_258":1062,"_254":1063},{"_260":-5},[1064],{"_149":1065,"_54":149},"specialized support is needed",{"_54":270,"_254":1067},[1068],{"_54":257,"_258":1069,"_254":1070},{"_260":-5},[1071],{"_149":1072,"_54":149},"workloads need balancing",{"_54":257,"_258":1074,"_254":1075},{"_260":-5},[1076],{"_149":1077,"_54":149},"This helps maintain smoother support operations.",{"_54":318,"_258":1079,"_254":1081},{"_32":1080,"_321":322,"_260":-5},"07b2dd59-7ee6-429f-9071-f31f19ab74d7",[1082],{"_149":1083,"_54":149},"Use assignments with ticket statuses",{"_54":257,"_258":1085,"_254":1086},{"_260":-5},[1087],{"_149":1088,"_54":149},"Assignments work best together with:",{"_54":265,"_258":1090,"_254":1091},{"_267":27},[1092,1099,1106,1113],{"_54":270,"_254":1093},[1094],{"_54":257,"_258":1095,"_254":1096},{"_260":-5},[1097],{"_149":1098,"_54":149},"ticket statuses",{"_54":270,"_254":1100},[1101],{"_54":257,"_258":1102,"_254":1103},{"_260":-5},[1104],{"_149":1105,"_54":149},"priorities",{"_54":270,"_254":1107},[1108],{"_54":257,"_258":1109,"_254":1110},{"_260":-5},[1111],{"_149":1112,"_54":149},"categories",{"_54":270,"_254":1114},[1115],{"_54":257,"_258":1116,"_254":1117},{"_260":-5},[1118],{"_149":1119,"_54":149},"Human Handoff workflows",{"_54":257,"_258":1121,"_254":1122},{"_260":-5},[1123],{"_149":1124,"_54":149},"For example:",{"_54":265,"_258":1126,"_254":1127},{"_267":27},[1128,1143],{"_54":270,"_254":1129},[1130],{"_54":257,"_258":1131,"_254":1132},{"_260":-5},[1133,1135,1138,1140],{"_149":1134,"_54":149},"a ticket may move from ",{"_149":448,"_54":149,"_352":1136},[1137],{"_54":355},{"_149":1139,"_54":149}," to ",{"_149":455,"_54":149,"_352":1141},[1142],{"_54":355},{"_54":270,"_254":1144},[1145],{"_54":257,"_258":1146,"_254":1147},{"_260":-5},[1148],{"_149":1149,"_54":149},"while also being assigned to a support teammate",{"_54":257,"_258":1151,"_254":1152},{"_260":-5},[1153],{"_149":1154,"_54":149},"This creates a clearer workflow for support teams.",{"_54":204,"_258":1156},{"_312":-5,"_313":1157,"_56":-5,"_315":1158},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/ticket-assigned-bmXSMRreqSxeqPcYbVt6WJPrUVr98l.png","ast_01ks2gqa96fk4tzq64gcr3nc0s",{"_54":318,"_258":1160,"_254":1162},{"_32":1161,"_321":322,"_260":-5},"29ebf0ea-b761-4bde-95db-790e3e039038",[1163],{"_149":1164,"_54":149},"Organize team workflows",{"_54":257,"_258":1166,"_254":1167},{"_260":-5},[1168],{"_149":1169,"_54":149},"Assignments help teams:",{"_54":265,"_258":1171,"_254":1172},{"_267":27},[1173,1180,1187,1194],{"_54":270,"_254":1174},[1175],{"_54":257,"_258":1176,"_254":1177},{"_260":-5},[1178],{"_149":1179,"_54":149},"track ticket ownership",{"_54":270,"_254":1181},[1182],{"_54":257,"_258":1183,"_254":1184},{"_260":-5},[1185],{"_149":1186,"_54":149},"reduce confusion",{"_54":270,"_254":1188},[1189],{"_54":257,"_258":1190,"_254":1191},{"_260":-5},[1192],{"_149":1193,"_54":149},"improve response coordination",{"_54":270,"_254":1195},[1196],{"_54":257,"_258":1197,"_254":1198},{"_260":-5},[1199],{"_149":1200,"_54":149},"monitor unresolved issues",{"_54":257,"_258":1202,"_254":1203},{"_260":-5},[1204],{"_149":1205,"_54":149},"This becomes especially important as ticket volume grows.",{"_54":318,"_258":1207,"_254":1209},{"_32":1208,"_321":322,"_260":-5},"c3749450-2972-4a7b-869d-4ac3e64a29a4",[1210],{"_149":1211,"_54":149},"Combine assignments with Human Handoff",{"_54":257,"_258":1213,"_254":1214},{"_260":-5},[1215],{"_149":1216,"_54":149},"When Human Handoff is enabled:",{"_54":265,"_258":1218,"_254":1219},{"_267":27},[1220,1227,1234],{"_54":270,"_254":1221},[1222],{"_54":257,"_258":1223,"_254":1224},{"_260":-5},[1225],{"_149":1226,"_54":149},"escalated conversations can later become assigned tickets",{"_54":270,"_254":1228},[1229],{"_54":257,"_258":1230,"_254":1231},{"_260":-5},[1232],{"_149":1233,"_54":149},"support agents can continue the conversation manually",{"_54":270,"_254":1235},[1236],{"_54":257,"_258":1237,"_254":1238},{"_260":-5},[1239],{"_149":1240,"_54":149},"ownership becomes easier to track",{"_54":257,"_258":1242,"_254":1243},{"_260":-5},[1244],{"_149":1245,"_54":149},"This creates a smoother transition between AI and human support.",{"_54":318,"_258":1247,"_254":1249},{"_32":1248,"_321":322,"_260":-5},"245dedf0-4884-48c8-9ec3-721031c135dc",[1250],{"_149":1251,"_54":149},"Best practices for ticket assignments",{"_54":257,"_258":1253,"_254":1254},{"_260":-5},[1255],{"_149":1256,"_54":149},"For better support workflows:",{"_54":265,"_258":1258,"_254":1259},{"_267":27},[1260,1267,1274,1281],{"_54":270,"_254":1261},[1262],{"_54":257,"_258":1263,"_254":1264},{"_260":-5},[1265],{"_149":1266,"_54":149},"assign tickets early",{"_54":270,"_254":1268},[1269],{"_54":257,"_258":1270,"_254":1271},{"_260":-5},[1272],{"_149":1273,"_54":149},"avoid leaving tickets unassigned",{"_54":270,"_254":1275},[1276],{"_54":257,"_258":1277,"_254":1278},{"_260":-5},[1279],{"_149":1280,"_54":149},"define ownership clearly",{"_54":270,"_254":1282},[1283],{"_54":257,"_258":1284,"_254":1285},{"_260":-5},[1286],{"_149":751,"_54":149},{"_54":257,"_258":1288,"_254":1289},{"_260":-5},[1290],{"_149":1291,"_54":149},"Organized assignment workflows usually improve support efficiency significantly.",{"_54":779,"_254":1293},[1294,1303],{"_54":782,"_254":1295},[1296],{"_54":257,"_258":1297,"_254":1298},{"_260":-5},[1299,1300,1301],{"_149":788,"_54":149},{"_54":790},{"_149":1302,"_54":149},"Use assignments together with priorities and statuses to create a clear support workflow across your entire team.",{"_54":794},{"_54":318,"_258":1305,"_254":1307},{"_32":1306,"_321":322,"_260":-5},"266b196d-ad60-467b-a441-e4b8ac66c124",[1308],{"_149":800,"_54":149},{"_54":265,"_258":1310,"_254":1311},{"_267":27},[1312,1322,1331],{"_54":270,"_254":1313},[1314],{"_54":257,"_258":1315,"_254":1316},{"_260":-5},[1317],{"_149":248,"_54":149,"_352":1318},[1319],{"_54":76,"_258":1320},{"_814":815,"_816":1321,"_818":-5,"_819":820},"https://help.mando.cx/articles/8bky8677bnpo-understand-ticket-analytics",{"_54":270,"_254":1323},[1324],{"_54":257,"_258":1325,"_254":1326},{"_260":-5},[1327],{"_149":827,"_54":149,"_352":1328},[1329],{"_54":76,"_258":1330},{"_814":815,"_816":831,"_818":-5,"_819":820},{"_54":270,"_254":1332},[1333],{"_54":257,"_258":1334,"_254":1335},{"_260":-5},[1336],{"_149":838,"_54":149,"_352":1337},[1338],{"_54":76,"_258":1339},{"_814":815,"_816":842,"_818":-5,"_819":820},{"_54":257,"_258":1341},{"_260":-5},{},[847,848,174,849,850,851,6],["D",1779676826463],"b37c70547e656e70e49aff312f22e466ec2d7bd4597b89c8df6548bc19c09678",{"_32":1347,"_34":1348,"_36":1349,"_38":39,"_5":6,"_40":33,"_41":1350,"_43":-5,"_44":9,"_45":-5,"_46":47,"_48":1351,"_49":50,"_51":50,"_52":53,"_54":247,"_56":827,"_58":63,"_60":1352,"_62":1353,"_64":1354,"_65":1355,"_66":1921,"_68":69,"_70":69,"_71":-5,"_72":1922,"_74":27,"_75":27,"_76":-5,"_77":-5,"_78":-5,"_79":1923,"_80":81,"_82":1924,"_83":-5},"cnt_01ks2c5yx3fvqt94zsmxx0kt2h",["D",1779270089661],["D",1784446543585],"aiq7vs297zeb",["D",1779270297605],"Learn how to use ticket statuses in Mando AI and organize customer support workflows more efficiently.","

Ticket statuses help teams track:

unresolved issues
active support requests
pending follow-ups
completed conversations

Clear statuses improve visibility across both AI and human support workflows.

Open the Tickets section

To manage ticket statuses:

Open your AI Agent workspace
Go to Tickets

Inside the Tickets section, statuses are used across both:

Kanban View
Table View

Understand ticket statuses

Statuses help define the current stage of a support request.

Common statuses may include:

Open
In Progress
Pending
Resolved

Each status represents a different stage in the customer support workflow.

Open status

The Open status is commonly used for:

new customer requests
unreviewed conversations
newly created tickets

These tickets usually require initial review or assignment.

In Progress status

The In Progress status is used when:

a teammate is actively working on the issue
support investigation is ongoing
the customer is currently being assisted

This helps teams identify active workflows quickly.

Pending status

The Pending status is commonly used when:

waiting for customer replies
waiting for internal review
external action is required

Pending tickets help teams track unresolved workflows without closing the issue.

Resolved status

The Resolved status is used for completed support requests.

This usually means:

the issue was solved
the customer request was completed
no additional action is currently needed

Resolved tickets help maintain organized support history.

Update ticket statuses

To update a ticket status:

Open the ticket
Select the status field
Choose the new status
Save your changes

In Kanban view, tickets may also be moved between columns directly.

Use statuses consistently

Consistent status usage helps:

improve workflow visibility
organize support operations
reduce confusion
improve reporting accuracy

This becomes especially important as support volume grows.

Combine statuses with priorities and assignments

Statuses work best when combined with:

ticket priorities
assignees
categories
Human Handoff workflows

Together, these systems create a more organized support operation.

Best practices for ticket statuses

For cleaner support workflows:

avoid leaving tickets without statuses
update statuses regularly
resolve outdated tickets
define clear team workflows

Well-maintained ticket workflows usually improve operational efficiency significantly.

PRO TIP:
Keep your status system simple. Smaller and clearer workflows are usually easier for teams to maintain consistently.

Next steps

","Ticket statuses help teams track:\n\n- unresolved issues\n- active support requests\n- pending follow-ups\n- completed conversations\n\nClear statuses improve visibility across both AI and human support workflows.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/tickets-v7UJe9UWD3b2WiHVSEJVyXXbuAzW4w.png)## Open the Tickets section\n\nTo manage ticket statuses:\n\n1. Open your AI Agent workspace\n2. Go to **Tickets**\n\nInside the Tickets section, statuses are used across both:\n\n- Kanban View\n- Table View\n\n## Understand ticket statuses\n\nStatuses help define the current stage of a support request.\n\nCommon statuses may include:\n\n- Open\n- In Progress\n- Pending\n- Resolved\n\nEach status represents a different stage in the customer support workflow.\n\n## Open status\n\nThe **Open** status is commonly used for:\n\n- new customer requests\n- unreviewed conversations\n- newly created tickets\n\nThese tickets usually require initial review or assignment.\n\n## In Progress status\n\nThe **In Progress** status is used when:\n\n- a teammate is actively working on the issue\n- support investigation is ongoing\n- the customer is currently being assisted\n\nThis helps teams identify active workflows quickly.\n\n## Pending status\n\nThe **Pending** status is commonly used when:\n\n- waiting for customer replies\n- waiting for internal review\n- external action is required\n\nPending tickets help teams track unresolved workflows without closing the issue.\n\n## Resolved status\n\nThe **Resolved** status is used for completed support requests.\n\nThis usually means:\n\n- the issue was solved\n- the customer request was completed\n- no additional action is currently needed\n\nResolved tickets help maintain organized support history.\n\n## Update ticket statuses\n\nTo update a ticket status:\n\n1. Open the ticket\n2. Select the status field\n3. Choose the new status\n4. Save your changes\n\nIn Kanban view, tickets may also be moved between columns directly.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/moving-ticket-KtrYbOI4WJmCHi9axFNTtFKQ3wkOca.png)## Use statuses consistently\n\nConsistent status usage helps:\n\n- improve workflow visibility\n- organize support operations\n- reduce confusion\n- improve reporting accuracy\n\nThis becomes especially important as support volume grows.\n\n## Combine statuses with priorities and assignments\n\nStatuses work best when combined with:\n\n- ticket priorities\n- assignees\n- categories\n- Human Handoff workflows\n\nTogether, these systems create a more organized support operation.\n\n## Best practices for ticket statuses\n\nFor cleaner support workflows:\n\n- avoid leaving tickets without statuses\n- update statuses regularly\n- resolve outdated tickets\n- define clear team workflows\n\nWell-maintained ticket workflows usually improve operational efficiency significantly.\n\n

PRO TIP:
Keep your status system simple. Smaller and clearer workflows are usually easier for teams to maintain consistently.

\n\n\n## Next steps\n\n- [Understand ticket analytics](https://help.mando.cx/articles/8bky8677bnpo-understand-ticket-analytics)\n- [Create a ticket](https://help.mando.cx/articles/tsndjegmydfk-create-a-ticket)\n- [Assign tickets to team members](https://help.mando.cx/articles/emqnyezni4rt-assign-tickets-to-team-members)",{"_54":253,"_254":1356},[1357,1362,1393,1398,1402,1408,1413,1431,1436,1451,1457,1462,1467,1494,1499,1505,1515,1539,1544,1550,1559,1583,1588,1594,1603,1627,1632,1638,1647,1652,1676,1681,1687,1692,1723,1728,1732,1738,1743,1773,1778,1784,1789,1818,1823,1829,1834,1865,1870,1882,1887,1919],{"_54":257,"_258":1358,"_254":1359},{"_260":-5},[1360],{"_149":1361,"_54":149},"Ticket statuses help teams track:",{"_54":265,"_258":1363,"_254":1364},{"_267":27},[1365,1372,1379,1386],{"_54":270,"_254":1366},[1367],{"_54":257,"_258":1368,"_254":1369},{"_260":-5},[1370],{"_149":1371,"_54":149},"unresolved issues",{"_54":270,"_254":1373},[1374],{"_54":257,"_258":1375,"_254":1376},{"_260":-5},[1377],{"_149":1378,"_54":149},"active support requests",{"_54":270,"_254":1380},[1381],{"_54":257,"_258":1382,"_254":1383},{"_260":-5},[1384],{"_149":1385,"_54":149},"pending follow-ups",{"_54":270,"_254":1387},[1388],{"_54":257,"_258":1389,"_254":1390},{"_260":-5},[1391],{"_149":1392,"_54":149},"completed conversations",{"_54":257,"_258":1394,"_254":1395},{"_260":-5},[1396],{"_149":1397,"_54":149},"Clear statuses improve visibility across both AI and human support workflows.",{"_54":204,"_258":1399},{"_312":-5,"_313":1400,"_56":-5,"_315":1401},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/tickets-v7UJe9UWD3b2WiHVSEJVyXXbuAzW4w.png","ast_01ks2c9cs5e8mt06y1zpvmcgp0",{"_54":318,"_258":1403,"_254":1405},{"_32":1404,"_321":322,"_260":-5},"1203c28e-f814-4026-b4a0-2f9ea5ccaa91",[1406],{"_149":1407,"_54":149},"Open the Tickets section",{"_54":257,"_258":1409,"_254":1410},{"_260":-5},[1411],{"_149":1412,"_54":149},"To manage ticket statuses:",{"_54":332,"_258":1414,"_254":1415},{"_54":-5,"_334":335,"_267":27},[1416,1422],{"_54":270,"_254":1417},[1418],{"_54":257,"_258":1419,"_254":1420},{"_260":-5},[1421],{"_149":343,"_54":149},{"_54":270,"_254":1423},[1424],{"_54":257,"_258":1425,"_254":1426},{"_260":-5},[1427,1428],{"_149":350,"_54":149},{"_149":57,"_54":149,"_352":1429},[1430],{"_54":355},{"_54":257,"_258":1432,"_254":1433},{"_260":-5},[1434],{"_149":1435,"_54":149},"Inside the Tickets section, statuses are used across both:",{"_54":265,"_258":1437,"_254":1438},{"_267":27},[1439,1445],{"_54":270,"_254":1440},[1441],{"_54":257,"_258":1442,"_254":1443},{"_260":-5},[1444],{"_149":963,"_54":149},{"_54":270,"_254":1446},[1447],{"_54":257,"_258":1448,"_254":1449},{"_260":-5},[1450],{"_149":972,"_54":149},{"_54":318,"_258":1452,"_254":1454},{"_32":1453,"_321":322,"_260":-5},"d969befd-b8e5-4892-8333-7311c7a32b7f",[1455],{"_149":1456,"_54":149},"Understand ticket statuses",{"_54":257,"_258":1458,"_254":1459},{"_260":-5},[1460],{"_149":1461,"_54":149},"Statuses help define the current stage of a support request.",{"_54":257,"_258":1463,"_254":1464},{"_260":-5},[1465],{"_149":1466,"_54":149},"Common statuses may include:",{"_54":265,"_258":1468,"_254":1469},{"_267":27},[1470,1476,1482,1488],{"_54":270,"_254":1471},[1472],{"_54":257,"_258":1473,"_254":1474},{"_260":-5},[1475],{"_149":448,"_54":149},{"_54":270,"_254":1477},[1478],{"_54":257,"_258":1479,"_254":1480},{"_260":-5},[1481],{"_149":455,"_54":149},{"_54":270,"_254":1483},[1484],{"_54":257,"_258":1485,"_254":1486},{"_260":-5},[1487],{"_149":462,"_54":149},{"_54":270,"_254":1489},[1490],{"_54":257,"_258":1491,"_254":1492},{"_260":-5},[1493],{"_149":469,"_54":149},{"_54":257,"_258":1495,"_254":1496},{"_260":-5},[1497],{"_149":1498,"_54":149},"Each status represents a different stage in the customer support workflow.",{"_54":318,"_258":1500,"_254":1502},{"_32":1501,"_321":322,"_260":-5},"32109ea2-b038-4452-ae86-d651b90ff961",[1503],{"_149":1504,"_54":149},"Open status",{"_54":257,"_258":1506,"_254":1507},{"_260":-5},[1508,1510,1513],{"_149":1509,"_54":149},"The ",{"_149":448,"_54":149,"_352":1511},[1512],{"_54":355},{"_149":1514,"_54":149}," status is commonly used for:",{"_54":265,"_258":1516,"_254":1517},{"_267":27},[1518,1525,1532],{"_54":270,"_254":1519},[1520],{"_54":257,"_258":1521,"_254":1522},{"_260":-5},[1523],{"_149":1524,"_54":149},"new customer requests",{"_54":270,"_254":1526},[1527],{"_54":257,"_258":1528,"_254":1529},{"_260":-5},[1530],{"_149":1531,"_54":149},"unreviewed conversations",{"_54":270,"_254":1533},[1534],{"_54":257,"_258":1535,"_254":1536},{"_260":-5},[1537],{"_149":1538,"_54":149},"newly created tickets",{"_54":257,"_258":1540,"_254":1541},{"_260":-5},[1542],{"_149":1543,"_54":149},"These tickets usually require initial review or assignment.",{"_54":318,"_258":1545,"_254":1547},{"_32":1546,"_321":322,"_260":-5},"7b5c67b5-7c5a-43b2-8735-1882b08f22cc",[1548],{"_149":1549,"_54":149},"In Progress status",{"_54":257,"_258":1551,"_254":1552},{"_260":-5},[1553,1554,1557],{"_149":1509,"_54":149},{"_149":455,"_54":149,"_352":1555},[1556],{"_54":355},{"_149":1558,"_54":149}," status is used when:",{"_54":265,"_258":1560,"_254":1561},{"_267":27},[1562,1569,1576],{"_54":270,"_254":1563},[1564],{"_54":257,"_258":1565,"_254":1566},{"_260":-5},[1567],{"_149":1568,"_54":149},"a teammate is actively working on the issue",{"_54":270,"_254":1570},[1571],{"_54":257,"_258":1572,"_254":1573},{"_260":-5},[1574],{"_149":1575,"_54":149},"support investigation is ongoing",{"_54":270,"_254":1577},[1578],{"_54":257,"_258":1579,"_254":1580},{"_260":-5},[1581],{"_149":1582,"_54":149},"the customer is currently being assisted",{"_54":257,"_258":1584,"_254":1585},{"_260":-5},[1586],{"_149":1587,"_54":149},"This helps teams identify active workflows quickly.",{"_54":318,"_258":1589,"_254":1591},{"_32":1590,"_321":322,"_260":-5},"1dad897b-e3ad-4533-be76-0b571c427bee",[1592],{"_149":1593,"_54":149},"Pending status",{"_54":257,"_258":1595,"_254":1596},{"_260":-5},[1597,1598,1601],{"_149":1509,"_54":149},{"_149":462,"_54":149,"_352":1599},[1600],{"_54":355},{"_149":1602,"_54":149}," status is commonly used when:",{"_54":265,"_258":1604,"_254":1605},{"_267":27},[1606,1613,1620],{"_54":270,"_254":1607},[1608],{"_54":257,"_258":1609,"_254":1610},{"_260":-5},[1611],{"_149":1612,"_54":149},"waiting for customer replies",{"_54":270,"_254":1614},[1615],{"_54":257,"_258":1616,"_254":1617},{"_260":-5},[1618],{"_149":1619,"_54":149},"waiting for internal review",{"_54":270,"_254":1621},[1622],{"_54":257,"_258":1623,"_254":1624},{"_260":-5},[1625],{"_149":1626,"_54":149},"external action is required",{"_54":257,"_258":1628,"_254":1629},{"_260":-5},[1630],{"_149":1631,"_54":149},"Pending tickets help teams track unresolved workflows without closing the issue.",{"_54":318,"_258":1633,"_254":1635},{"_32":1634,"_321":322,"_260":-5},"2ac078a4-b62b-47be-a672-6c9ae05f17e3",[1636],{"_149":1637,"_54":149},"Resolved status",{"_54":257,"_258":1639,"_254":1640},{"_260":-5},[1641,1642,1645],{"_149":1509,"_54":149},{"_149":469,"_54":149,"_352":1643},[1644],{"_54":355},{"_149":1646,"_54":149}," status is used for completed support requests.",{"_54":257,"_258":1648,"_254":1649},{"_260":-5},[1650],{"_149":1651,"_54":149},"This usually means:",{"_54":265,"_258":1653,"_254":1654},{"_267":27},[1655,1662,1669],{"_54":270,"_254":1656},[1657],{"_54":257,"_258":1658,"_254":1659},{"_260":-5},[1660],{"_149":1661,"_54":149},"the issue was solved",{"_54":270,"_254":1663},[1664],{"_54":257,"_258":1665,"_254":1666},{"_260":-5},[1667],{"_149":1668,"_54":149},"the customer request was completed",{"_54":270,"_254":1670},[1671],{"_54":257,"_258":1672,"_254":1673},{"_260":-5},[1674],{"_149":1675,"_54":149},"no additional action is currently needed",{"_54":257,"_258":1677,"_254":1678},{"_260":-5},[1679],{"_149":1680,"_54":149},"Resolved tickets help maintain organized support history.",{"_54":318,"_258":1682,"_254":1684},{"_32":1683,"_321":322,"_260":-5},"73cda98b-e445-4fb2-ae33-8a884a3d6f80",[1685],{"_149":1686,"_54":149},"Update ticket statuses",{"_54":257,"_258":1688,"_254":1689},{"_260":-5},[1690],{"_149":1691,"_54":149},"To update a ticket status:",{"_54":332,"_258":1693,"_254":1694},{"_54":-5,"_334":335,"_267":27},[1695,1702,1709,1716],{"_54":270,"_254":1696},[1697],{"_54":257,"_258":1698,"_254":1699},{"_260":-5},[1700],{"_149":1701,"_54":149},"Open the ticket",{"_54":270,"_254":1703},[1704],{"_54":257,"_258":1705,"_254":1706},{"_260":-5},[1707],{"_149":1708,"_54":149},"Select the status field",{"_54":270,"_254":1710},[1711],{"_54":257,"_258":1712,"_254":1713},{"_260":-5},[1714],{"_149":1715,"_54":149},"Choose the new status",{"_54":270,"_254":1717},[1718],{"_54":257,"_258":1719,"_254":1720},{"_260":-5},[1721],{"_149":1722,"_54":149},"Save your changes",{"_54":257,"_258":1724,"_254":1725},{"_260":-5},[1726],{"_149":1727,"_54":149},"In Kanban view, tickets may also be moved between columns directly.",{"_54":204,"_258":1729},{"_312":-5,"_313":1730,"_56":-5,"_315":1731},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/moving-ticket-KtrYbOI4WJmCHi9axFNTtFKQ3wkOca.png","ast_01ks2cbg77e8mt06z5mk2zeaqa",{"_54":318,"_258":1733,"_254":1735},{"_32":1734,"_321":322,"_260":-5},"ff05a3a1-087b-490d-878e-6984cb8be3ae",[1736],{"_149":1737,"_54":149},"Use statuses consistently",{"_54":257,"_258":1739,"_254":1740},{"_260":-5},[1741],{"_149":1742,"_54":149},"Consistent status usage helps:",{"_54":265,"_258":1744,"_254":1745},{"_267":27},[1746,1753,1760,1766],{"_54":270,"_254":1747},[1748],{"_54":257,"_258":1749,"_254":1750},{"_260":-5},[1751],{"_149":1752,"_54":149},"improve workflow visibility",{"_54":270,"_254":1754},[1755],{"_54":257,"_258":1756,"_254":1757},{"_260":-5},[1758],{"_149":1759,"_54":149},"organize support operations",{"_54":270,"_254":1761},[1762],{"_54":257,"_258":1763,"_254":1764},{"_260":-5},[1765],{"_149":1186,"_54":149},{"_54":270,"_254":1767},[1768],{"_54":257,"_258":1769,"_254":1770},{"_260":-5},[1771],{"_149":1772,"_54":149},"improve reporting accuracy",{"_54":257,"_258":1774,"_254":1775},{"_260":-5},[1776],{"_149":1777,"_54":149},"This becomes especially important as support volume grows.",{"_54":318,"_258":1779,"_254":1781},{"_32":1780,"_321":322,"_260":-5},"e15ad316-ca76-454e-958e-ddb61a58645b",[1782],{"_149":1783,"_54":149},"Combine statuses with priorities and assignments",{"_54":257,"_258":1785,"_254":1786},{"_260":-5},[1787],{"_149":1788,"_54":149},"Statuses work best when combined with:",{"_54":265,"_258":1790,"_254":1791},{"_267":27},[1792,1799,1806,1812],{"_54":270,"_254":1793},[1794],{"_54":257,"_258":1795,"_254":1796},{"_260":-5},[1797],{"_149":1798,"_54":149},"ticket priorities",{"_54":270,"_254":1800},[1801],{"_54":257,"_258":1802,"_254":1803},{"_260":-5},[1804],{"_149":1805,"_54":149},"assignees",{"_54":270,"_254":1807},[1808],{"_54":257,"_258":1809,"_254":1810},{"_260":-5},[1811],{"_149":1112,"_54":149},{"_54":270,"_254":1813},[1814],{"_54":257,"_258":1815,"_254":1816},{"_260":-5},[1817],{"_149":1119,"_54":149},{"_54":257,"_258":1819,"_254":1820},{"_260":-5},[1821],{"_149":1822,"_54":149},"Together, these systems create a more organized support operation.",{"_54":318,"_258":1824,"_254":1826},{"_32":1825,"_321":322,"_260":-5},"b4ff1745-29fa-4e00-b28b-d714ff56f292",[1827],{"_149":1828,"_54":149},"Best practices for ticket statuses",{"_54":257,"_258":1830,"_254":1831},{"_260":-5},[1832],{"_149":1833,"_54":149},"For cleaner support workflows:",{"_54":265,"_258":1835,"_254":1836},{"_267":27},[1837,1844,1851,1858],{"_54":270,"_254":1838},[1839],{"_54":257,"_258":1840,"_254":1841},{"_260":-5},[1842],{"_149":1843,"_54":149},"avoid leaving tickets without statuses",{"_54":270,"_254":1845},[1846],{"_54":257,"_258":1847,"_254":1848},{"_260":-5},[1849],{"_149":1850,"_54":149},"update statuses regularly",{"_54":270,"_254":1852},[1853],{"_54":257,"_258":1854,"_254":1855},{"_260":-5},[1856],{"_149":1857,"_54":149},"resolve outdated tickets",{"_54":270,"_254":1859},[1860],{"_54":257,"_258":1861,"_254":1862},{"_260":-5},[1863],{"_149":1864,"_54":149},"define clear team workflows",{"_54":257,"_258":1866,"_254":1867},{"_260":-5},[1868],{"_149":1869,"_54":149},"Well-maintained ticket workflows usually improve operational efficiency significantly.",{"_54":779,"_254":1871},[1872,1881],{"_54":782,"_254":1873},[1874],{"_54":257,"_258":1875,"_254":1876},{"_260":-5},[1877,1878,1879],{"_149":788,"_54":149},{"_54":790},{"_149":1880,"_54":149},"Keep your status system simple. Smaller and clearer workflows are usually easier for teams to maintain consistently.",{"_54":794},{"_54":318,"_258":1883,"_254":1885},{"_32":1884,"_321":322,"_260":-5},"ad824a7c-7234-4bcc-bae1-eff2bb1fa7cb",[1886],{"_149":800,"_54":149},{"_54":265,"_258":1888,"_254":1889},{"_267":27},[1890,1899,1910],{"_54":270,"_254":1891},[1892],{"_54":257,"_258":1893,"_254":1894},{"_260":-5},[1895],{"_149":248,"_54":149,"_352":1896},[1897],{"_54":76,"_258":1898},{"_814":815,"_816":1321,"_818":-5,"_819":820},{"_54":270,"_254":1900},[1901],{"_54":257,"_258":1902,"_254":1903},{"_260":-5},[1904],{"_149":1905,"_54":149,"_352":1906},"Create a ticket",[1907],{"_54":76,"_258":1908},{"_814":815,"_816":1909,"_818":-5,"_819":820},"https://help.mando.cx/articles/tsndjegmydfk-create-a-ticket",{"_54":270,"_254":1911},[1912],{"_54":257,"_258":1913,"_254":1914},{"_260":-5},[1915],{"_149":810,"_54":149,"_352":1916},[1917],{"_54":76,"_258":1918},{"_814":815,"_816":817,"_818":-5,"_819":820},{"_54":257,"_258":1920},{"_260":-5},{},[847,848,174,849,850,851,6],["D",1779676827608],"6f1da744da635de8a0ca418c8ec0c5d1157716d883eac60cd5946151da9c9f1c",{"_32":1926,"_34":1927,"_36":1928,"_38":39,"_5":6,"_40":33,"_41":1929,"_43":-5,"_44":9,"_45":-5,"_46":47,"_48":1930,"_49":50,"_51":50,"_52":53,"_54":247,"_56":1905,"_58":63,"_60":1931,"_62":1932,"_64":1933,"_65":1934,"_66":2471,"_68":69,"_70":69,"_71":-5,"_72":2472,"_74":27,"_75":27,"_76":-5,"_77":-5,"_78":-5,"_79":2473,"_80":81,"_82":2474,"_83":-5},"cnt_01ks2bvgh2e8qv45htkgb1vjac",["D",1779269747237],["D",1784446543585],"tsndjegmydfk",["D",1779270065006],"Learn how to create tickets in Mando AI and organize customer issues into structured support workflows.","

Tickets help teams track:

customer requests
escalations
unresolved issues
follow-ups
operational tasks

This makes support workflows easier to manage across AI and human teams.

Open the Tickets section

To create a ticket:

Open your AI Agent workspace
Go to Tickets
Click Create Ticket

This opens the ticket creation form.

Add ticket details

Inside the ticket form, you can configure:

ticket title
customer information
category
priority
assignee
subject

These fields help organize support requests more clearly.

Choose a ticket category

Categories help group similar support requests together.

Examples may include:

Support Request
Bug Report
Feature Request
Internal Task

Well-organized categories help teams manage workflows more efficiently.

Set ticket priority

Priorities help teams identify urgent requests faster.

Common priority levels may include:

Low
Medium
High

Critical or time-sensitive issues are usually assigned higher priority levels.

Assign the ticket

Tickets can be assigned to teammates for ownership and follow-up.

Assignments help:

prevent duplicate work
improve accountability
organize team workflows

This is especially useful for larger support teams.

Update the ticket status

When creating or managing tickets, you can update statuses such as:

Open
In Progress
Pending
Resolved

Statuses help teams track ticket progress clearly.

Use tickets with AI conversations

Tickets can work together with:

Inbox conversations
Human Handoff
AI escalations
support workflows

This creates a smoother transition between AI support and human assistance.

Manage tickets over time

As support workflows evolve, teams can:

update statuses
change assignees
adjust priorities
review ticket history

This helps maintain organized customer support operations.

Best practices for ticket creation

For better workflow management:

use clear ticket titles
assign priorities consistently
avoid duplicate tickets
update statuses regularly

Organized ticket systems usually improve response quality and operational visibility.

PRO TIP:
Use ticket categories consistently across your team. Standardized workflows make reporting and support management much easier over time.

Next steps

","Tickets help teams track:\n\n- customer requests\n- escalations\n- unresolved issues\n- follow-ups\n- operational tasks\n\nThis makes support workflows easier to manage across AI and human teams.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/create-a-ticket-1M15SQMs7i1WkenvpZUesPDARoaCyr.png)## Open the Tickets section\n\nTo create a ticket:\n\n1. Open your AI Agent workspace\n2. Go to **Tickets**\n3. Click **Create Ticket**\n\nThis opens the ticket creation form.\n\n## Add ticket details\n\nInside the ticket form, you can configure:\n\n- ticket title\n- customer information\n- category\n- priority\n- assignee\n- subject\n\nThese fields help organize support requests more clearly.\n\n## Choose a ticket category\n\nCategories help group similar support requests together.\n\nExamples may include:\n\n- Support Request\n- Bug Report\n- Feature Request\n- Internal Task\n\nWell-organized categories help teams manage workflows more efficiently.\n\n## Set ticket priority\n\nPriorities help teams identify urgent requests faster.\n\nCommon priority levels may include:\n\n- Low\n- Medium\n- High\n\nCritical or time-sensitive issues are usually assigned higher priority levels.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/priority-cbEc5vIKcG8wS7au2crgT8GeJO5hNV.png)![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/category-Dk4wxLhcVfh8mTDoxFrZudhs1Og1N8.png)## Assign the ticket\n\nTickets can be assigned to teammates for ownership and follow-up.\n\nAssignments help:\n\n- prevent duplicate work\n- improve accountability\n- organize team workflows\n\nThis is especially useful for larger support teams.\n\n## Update the ticket status\n\nWhen creating or managing tickets, you can update statuses such as:\n\n- Open\n- In Progress\n- Pending\n- Resolved\n\nStatuses help teams track ticket progress clearly.\n\n## Use tickets with AI conversations\n\nTickets can work together with:\n\n- Inbox conversations\n- Human Handoff\n- AI escalations\n- support workflows\n\nThis creates a smoother transition between AI support and human assistance.\n\n## Manage tickets over time\n\nAs support workflows evolve, teams can:\n\n- update statuses\n- change assignees\n- adjust priorities\n- review ticket history\n\nThis helps maintain organized customer support operations.\n\n## Best practices for ticket creation\n\nFor better workflow management:\n\n- use clear ticket titles\n- assign priorities consistently\n- avoid duplicate tickets\n- update statuses regularly\n\nOrganized ticket systems usually improve response quality and operational visibility.\n\n

PRO TIP:
Use ticket categories consistently across your team. Standardized workflows make reporting and support management much easier over time.

\n\n\n## Next steps\n\n- [Use ticket statuses](https://help.mando.cx/articles/aiq7vs297zeb-use-ticket-statuses)\n- [Understand ticket analytics](https://help.mando.cx/articles/8bky8677bnpo-understand-ticket-analytics)\n- [Assign tickets to team members](https://help.mando.cx/articles/emqnyezni4rt-assign-tickets-to-team-members)",{"_54":253,"_254":1935},[1936,1941,1978,1983,1987,1992,1997,2026,2031,2037,2042,2087,2092,2098,2103,2108,2139,2144,2150,2155,2160,2184,2189,2193,2197,2203,2208,2213,2236,2241,2247,2252,2279,2284,2290,2295,2324,2329,2335,2340,2371,2376,2382,2387,2417,2422,2434,2439,2469],{"_54":257,"_258":1937,"_254":1938},{"_260":-5},[1939],{"_149":1940,"_54":149},"Tickets help teams track:",{"_54":265,"_258":1942,"_254":1943},{"_267":27},[1944,1951,1958,1964,1971],{"_54":270,"_254":1945},[1946],{"_54":257,"_258":1947,"_254":1948},{"_260":-5},[1949],{"_149":1950,"_54":149},"customer requests",{"_54":270,"_254":1952},[1953],{"_54":257,"_258":1954,"_254":1955},{"_260":-5},[1956],{"_149":1957,"_54":149},"escalations",{"_54":270,"_254":1959},[1960],{"_54":257,"_258":1961,"_254":1962},{"_260":-5},[1963],{"_149":1371,"_54":149},{"_54":270,"_254":1965},[1966],{"_54":257,"_258":1967,"_254":1968},{"_260":-5},[1969],{"_149":1970,"_54":149},"follow-ups",{"_54":270,"_254":1972},[1973],{"_54":257,"_258":1974,"_254":1975},{"_260":-5},[1976],{"_149":1977,"_54":149},"operational tasks",{"_54":257,"_258":1979,"_254":1980},{"_260":-5},[1981],{"_149":1982,"_54":149},"This makes support workflows easier to manage across AI and human teams.",{"_54":204,"_258":1984},{"_312":-5,"_313":1985,"_56":-5,"_315":1986},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/create-a-ticket-1M15SQMs7i1WkenvpZUesPDARoaCyr.png","ast_01ks2bxtm8f698kahhf4xde8hs",{"_54":318,"_258":1988,"_254":1990},{"_32":1989,"_321":322,"_260":-5},"93fb40d0-ef3b-48e7-9542-bee2a27d7a50",[1991],{"_149":1407,"_54":149},{"_54":257,"_258":1993,"_254":1994},{"_260":-5},[1995],{"_149":1996,"_54":149},"To create a ticket:",{"_54":332,"_258":1998,"_254":1999},{"_54":-5,"_334":335,"_267":27},[2000,2006,2015],{"_54":270,"_254":2001},[2002],{"_54":257,"_258":2003,"_254":2004},{"_260":-5},[2005],{"_149":343,"_54":149},{"_54":270,"_254":2007},[2008],{"_54":257,"_258":2009,"_254":2010},{"_260":-5},[2011,2012],{"_149":350,"_54":149},{"_149":57,"_54":149,"_352":2013},[2014],{"_54":355},{"_54":270,"_254":2016},[2017],{"_54":257,"_258":2018,"_254":2019},{"_260":-5},[2020,2022],{"_149":2021,"_54":149},"Click ",{"_149":2023,"_54":149,"_352":2024},"Create Ticket",[2025],{"_54":355},{"_54":257,"_258":2027,"_254":2028},{"_260":-5},[2029],{"_149":2030,"_54":149},"This opens the ticket creation form.",{"_54":318,"_258":2032,"_254":2034},{"_32":2033,"_321":322,"_260":-5},"49dee42a-e657-4b85-8249-691a7d42e13f",[2035],{"_149":2036,"_54":149},"Add ticket details",{"_54":257,"_258":2038,"_254":2039},{"_260":-5},[2040],{"_149":2041,"_54":149},"Inside the ticket form, you can configure:",{"_54":265,"_258":2043,"_254":2044},{"_267":27},[2045,2052,2059,2066,2073,2080],{"_54":270,"_254":2046},[2047],{"_54":257,"_258":2048,"_254":2049},{"_260":-5},[2050],{"_149":2051,"_54":149},"ticket title",{"_54":270,"_254":2053},[2054],{"_54":257,"_258":2055,"_254":2056},{"_260":-5},[2057],{"_149":2058,"_54":149},"customer information",{"_54":270,"_254":2060},[2061],{"_54":257,"_258":2062,"_254":2063},{"_260":-5},[2064],{"_149":2065,"_54":149},"category",{"_54":270,"_254":2067},[2068],{"_54":257,"_258":2069,"_254":2070},{"_260":-5},[2071],{"_149":2072,"_54":149},"priority",{"_54":270,"_254":2074},[2075],{"_54":257,"_258":2076,"_254":2077},{"_260":-5},[2078],{"_149":2079,"_54":149},"assignee",{"_54":270,"_254":2081},[2082],{"_54":257,"_258":2083,"_254":2084},{"_260":-5},[2085],{"_149":2086,"_54":149},"subject",{"_54":257,"_258":2088,"_254":2089},{"_260":-5},[2090],{"_149":2091,"_54":149},"These fields help organize support requests more clearly.",{"_54":318,"_258":2093,"_254":2095},{"_32":2094,"_321":322,"_260":-5},"45ed519e-73c8-4926-8848-b013979dfdb4",[2096],{"_149":2097,"_54":149},"Choose a ticket category",{"_54":257,"_258":2099,"_254":2100},{"_260":-5},[2101],{"_149":2102,"_54":149},"Categories help group similar support requests together.",{"_54":257,"_258":2104,"_254":2105},{"_260":-5},[2106],{"_149":2107,"_54":149},"Examples may include:",{"_54":265,"_258":2109,"_254":2110},{"_267":27},[2111,2118,2125,2132],{"_54":270,"_254":2112},[2113],{"_54":257,"_258":2114,"_254":2115},{"_260":-5},[2116],{"_149":2117,"_54":149},"Support Request",{"_54":270,"_254":2119},[2120],{"_54":257,"_258":2121,"_254":2122},{"_260":-5},[2123],{"_149":2124,"_54":149},"Bug Report",{"_54":270,"_254":2126},[2127],{"_54":257,"_258":2128,"_254":2129},{"_260":-5},[2130],{"_149":2131,"_54":149},"Feature Request",{"_54":270,"_254":2133},[2134],{"_54":257,"_258":2135,"_254":2136},{"_260":-5},[2137],{"_149":2138,"_54":149},"Internal Task",{"_54":257,"_258":2140,"_254":2141},{"_260":-5},[2142],{"_149":2143,"_54":149},"Well-organized categories help teams manage workflows more efficiently.",{"_54":318,"_258":2145,"_254":2147},{"_32":2146,"_321":322,"_260":-5},"9184077e-000f-4020-80fd-e27a2c5c185a",[2148],{"_149":2149,"_54":149},"Set ticket priority",{"_54":257,"_258":2151,"_254":2152},{"_260":-5},[2153],{"_149":2154,"_54":149},"Priorities help teams identify urgent requests faster.",{"_54":257,"_258":2156,"_254":2157},{"_260":-5},[2158],{"_149":2159,"_54":149},"Common priority levels may include:",{"_54":265,"_258":2161,"_254":2162},{"_267":27},[2163,2170,2177],{"_54":270,"_254":2164},[2165],{"_54":257,"_258":2166,"_254":2167},{"_260":-5},[2168],{"_149":2169,"_54":149},"Low",{"_54":270,"_254":2171},[2172],{"_54":257,"_258":2173,"_254":2174},{"_260":-5},[2175],{"_149":2176,"_54":149},"Medium",{"_54":270,"_254":2178},[2179],{"_54":257,"_258":2180,"_254":2181},{"_260":-5},[2182],{"_149":2183,"_54":149},"High",{"_54":257,"_258":2185,"_254":2186},{"_260":-5},[2187],{"_149":2188,"_54":149},"Critical or time-sensitive issues are usually assigned higher priority levels.",{"_54":204,"_258":2190},{"_312":-5,"_313":2191,"_56":-5,"_315":2192},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/priority-cbEc5vIKcG8wS7au2crgT8GeJO5hNV.png","ast_01ks2c47ekeh5r5s5wfgsbq8df",{"_54":204,"_258":2194},{"_312":-5,"_313":2195,"_56":-5,"_315":2196},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/category-Dk4wxLhcVfh8mTDoxFrZudhs1Og1N8.png","ast_01ks2c4j8nfqb8ffjgbp2kzvvd",{"_54":318,"_258":2198,"_254":2200},{"_32":2199,"_321":322,"_260":-5},"8ec0a350-0729-4669-a62d-9c3a2381c5eb",[2201],{"_149":2202,"_54":149},"Assign the ticket",{"_54":257,"_258":2204,"_254":2205},{"_260":-5},[2206],{"_149":2207,"_54":149},"Tickets can be assigned to teammates for ownership and follow-up.",{"_54":257,"_258":2209,"_254":2210},{"_260":-5},[2211],{"_149":2212,"_54":149},"Assignments help:",{"_54":265,"_258":2214,"_254":2215},{"_267":27},[2216,2223,2229],{"_54":270,"_254":2217},[2218],{"_54":257,"_258":2219,"_254":2220},{"_260":-5},[2221],{"_149":2222,"_54":149},"prevent duplicate work",{"_54":270,"_254":2224},[2225],{"_54":257,"_258":2226,"_254":2227},{"_260":-5},[2228],{"_149":901,"_54":149},{"_54":270,"_254":2230},[2231],{"_54":257,"_258":2232,"_254":2233},{"_260":-5},[2234],{"_149":2235,"_54":149},"organize team workflows",{"_54":257,"_258":2237,"_254":2238},{"_260":-5},[2239],{"_149":2240,"_54":149},"This is especially useful for larger support teams.",{"_54":318,"_258":2242,"_254":2244},{"_32":2243,"_321":322,"_260":-5},"8674e46b-6d6f-4d5a-963e-0713e4d7e643",[2245],{"_149":2246,"_54":149},"Update the ticket status",{"_54":257,"_258":2248,"_254":2249},{"_260":-5},[2250],{"_149":2251,"_54":149},"When creating or managing tickets, you can update statuses such as:",{"_54":265,"_258":2253,"_254":2254},{"_267":27},[2255,2261,2267,2273],{"_54":270,"_254":2256},[2257],{"_54":257,"_258":2258,"_254":2259},{"_260":-5},[2260],{"_149":448,"_54":149},{"_54":270,"_254":2262},[2263],{"_54":257,"_258":2264,"_254":2265},{"_260":-5},[2266],{"_149":455,"_54":149},{"_54":270,"_254":2268},[2269],{"_54":257,"_258":2270,"_254":2271},{"_260":-5},[2272],{"_149":462,"_54":149},{"_54":270,"_254":2274},[2275],{"_54":257,"_258":2276,"_254":2277},{"_260":-5},[2278],{"_149":469,"_54":149},{"_54":257,"_258":2280,"_254":2281},{"_260":-5},[2282],{"_149":2283,"_54":149},"Statuses help teams track ticket progress clearly.",{"_54":318,"_258":2285,"_254":2287},{"_32":2286,"_321":322,"_260":-5},"0a32b719-6ebb-4efe-82bd-1f03158afe4a",[2288],{"_149":2289,"_54":149},"Use tickets with AI conversations",{"_54":257,"_258":2291,"_254":2292},{"_260":-5},[2293],{"_149":2294,"_54":149},"Tickets can work together with:",{"_54":265,"_258":2296,"_254":2297},{"_267":27},[2298,2304,2310,2317],{"_54":270,"_254":2299},[2300],{"_54":257,"_258":2301,"_254":2302},{"_260":-5},[2303],{"_149":664,"_54":149},{"_54":270,"_254":2305},[2306],{"_54":257,"_258":2307,"_254":2308},{"_260":-5},[2309],{"_149":671,"_54":149},{"_54":270,"_254":2311},[2312],{"_54":257,"_258":2313,"_254":2314},{"_260":-5},[2315],{"_149":2316,"_54":149},"AI escalations",{"_54":270,"_254":2318},[2319],{"_54":257,"_258":2320,"_254":2321},{"_260":-5},[2322],{"_149":2323,"_54":149},"support workflows",{"_54":257,"_258":2325,"_254":2326},{"_260":-5},[2327],{"_149":2328,"_54":149},"This creates a smoother transition between AI support and human assistance.",{"_54":318,"_258":2330,"_254":2332},{"_32":2331,"_321":322,"_260":-5},"17512cd2-c1ce-4d58-ba89-941766f1835d",[2333],{"_149":2334,"_54":149},"Manage tickets over time",{"_54":257,"_258":2336,"_254":2337},{"_260":-5},[2338],{"_149":2339,"_54":149},"As support workflows evolve, teams can:",{"_54":265,"_258":2341,"_254":2342},{"_267":27},[2343,2350,2357,2364],{"_54":270,"_254":2344},[2345],{"_54":257,"_258":2346,"_254":2347},{"_260":-5},[2348],{"_149":2349,"_54":149},"update statuses",{"_54":270,"_254":2351},[2352],{"_54":257,"_258":2353,"_254":2354},{"_260":-5},[2355],{"_149":2356,"_54":149},"change assignees",{"_54":270,"_254":2358},[2359],{"_54":257,"_258":2360,"_254":2361},{"_260":-5},[2362],{"_149":2363,"_54":149},"adjust priorities",{"_54":270,"_254":2365},[2366],{"_54":257,"_258":2367,"_254":2368},{"_260":-5},[2369],{"_149":2370,"_54":149},"review ticket history",{"_54":257,"_258":2372,"_254":2373},{"_260":-5},[2374],{"_149":2375,"_54":149},"This helps maintain organized customer support operations.",{"_54":318,"_258":2377,"_254":2379},{"_32":2378,"_321":322,"_260":-5},"65177884-f92c-4351-8128-5842b9440530",[2380],{"_149":2381,"_54":149},"Best practices for ticket creation",{"_54":257,"_258":2383,"_254":2384},{"_260":-5},[2385],{"_149":2386,"_54":149},"For better workflow management:",{"_54":265,"_258":2388,"_254":2389},{"_267":27},[2390,2397,2404,2411],{"_54":270,"_254":2391},[2392],{"_54":257,"_258":2393,"_254":2394},{"_260":-5},[2395],{"_149":2396,"_54":149},"use clear ticket titles",{"_54":270,"_254":2398},[2399],{"_54":257,"_258":2400,"_254":2401},{"_260":-5},[2402],{"_149":2403,"_54":149},"assign priorities consistently",{"_54":270,"_254":2405},[2406],{"_54":257,"_258":2407,"_254":2408},{"_260":-5},[2409],{"_149":2410,"_54":149},"avoid duplicate tickets",{"_54":270,"_254":2412},[2413],{"_54":257,"_258":2414,"_254":2415},{"_260":-5},[2416],{"_149":1850,"_54":149},{"_54":257,"_258":2418,"_254":2419},{"_260":-5},[2420],{"_149":2421,"_54":149},"Organized ticket systems usually improve response quality and operational visibility.",{"_54":779,"_254":2423},[2424,2433],{"_54":782,"_254":2425},[2426],{"_54":257,"_258":2427,"_254":2428},{"_260":-5},[2429,2430,2431],{"_149":788,"_54":149},{"_54":790},{"_149":2432,"_54":149},"Use ticket categories consistently across your team. Standardized workflows make reporting and support management much easier over time.",{"_54":794},{"_54":318,"_258":2435,"_254":2437},{"_32":2436,"_321":322,"_260":-5},"08903fdd-fae1-43c5-a895-6153a8f3a5c2",[2438],{"_149":800,"_54":149},{"_54":265,"_258":2440,"_254":2441},{"_267":27},[2442,2451,2460],{"_54":270,"_254":2443},[2444],{"_54":257,"_258":2445,"_254":2446},{"_260":-5},[2447],{"_149":827,"_54":149,"_352":2448},[2449],{"_54":76,"_258":2450},{"_814":815,"_816":831,"_818":-5,"_819":820},{"_54":270,"_254":2452},[2453],{"_54":257,"_258":2454,"_254":2455},{"_260":-5},[2456],{"_149":248,"_54":149,"_352":2457},[2458],{"_54":76,"_258":2459},{"_814":815,"_816":1321,"_818":-5,"_819":820},{"_54":270,"_254":2461},[2462],{"_54":257,"_258":2463,"_254":2464},{"_260":-5},[2465],{"_149":810,"_54":149,"_352":2466},[2467],{"_54":76,"_258":2468},{"_814":815,"_816":817,"_818":-5,"_819":820},{"_54":257,"_258":2470},{"_260":-5},{},[847,848,174,849,850,851,6],["D",1779676826041],"f0b02e77c67b47234347db01607b5421119ba3dfb1517d332efd83410f8c9985",{"_32":2476,"_34":2477,"_36":2478,"_38":39,"_5":6,"_40":33,"_41":2479,"_43":-5,"_44":9,"_45":-5,"_46":47,"_48":2480,"_49":50,"_51":50,"_52":53,"_54":247,"_56":838,"_58":63,"_60":2481,"_62":2482,"_64":2483,"_65":2484,"_66":3019,"_68":69,"_70":69,"_71":-5,"_72":3020,"_74":27,"_75":27,"_76":-5,"_77":-5,"_78":-5,"_79":3021,"_80":81,"_82":3022,"_83":-5},"cnt_01ks2bf9ypf21shsvesshv7h4d",["D",1779269347315],["D",1784446543585],"vwtr2p2pqo4t",["D",1779269671081],"Learn how tickets work in Mando AI and how they help teams organize customer support workflows.","

Tickets allow support teams to track, manage, and resolve customer requests more efficiently across AI and human conversations.

Tickets are useful for:

escalations
unresolved conversations
support requests
operational workflows
customer follow-ups

Open the Tickets section

To access tickets:

Open your AI Agent workspace
Go to Tickets

Inside this section, you can manage all customer support tickets in one place.

Understand ticket views

Mando AI supports multiple ticket views.

Kanban View

The Kanban view organizes tickets by status using columns.

Examples:

New
Open
Pending
Resolved

This view helps teams track ticket progress visually.

Table View

The Table view displays tickets in a structured list format.

This helps teams:

sort tickets
filter conversations
review assignments
manage large support volumes

Understand ticket details

Each ticket may include:

customer information
ticket status
priority
assigned teammate
ticket category
conversation history

This helps support teams manage workflows more effectively.

Use ticket statuses

Ticket statuses help teams organize support workflows.

Common statuses may include:

Open
In Progress
Pending
Resolved

Statuses help teams track support progress more clearly.

Use ticket priorities

Priorities help support teams identify urgent requests faster.

Common priority levels may include:

Low
Medium
High

This helps teams focus on critical customer issues first.

Assign tickets to teammates

Tickets can be assigned to support teammates for ownership and follow-up.

Assignments help:

organize responsibilities
prevent duplicate work
improve response management

This is especially useful for larger support teams.

Use tickets with Human Handoff

Tickets work well alongside:

Human Handoff
Inbox conversations
AI support workflows
escalated conversations

This creates a more structured support operation.

Monitor ticket workflows

As ticket volume grows, teams can use tickets to:

organize escalations
track unresolved issues
monitor operational workflows
improve support management

Well-structured ticket systems usually improve support efficiency significantly.

PRO TIP:
Define clear ticket statuses and ownership rules early. Organized workflows become much easier to scale as support volume grows.

Next steps

","Tickets allow support teams to track, manage, and resolve customer requests more efficiently across AI and human conversations.\n\nTickets are useful for:\n\n- escalations\n- unresolved conversations\n- support requests\n- operational workflows\n- customer follow-ups\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/tickets-gVut9AjNx3B8OEfGcUbBWxxRIq9OhH.png)## Open the Tickets section\n\nTo access tickets:\n\n1. Open your AI Agent workspace\n2. Go to **Tickets**\n\nInside this section, you can manage all customer support tickets in one place.\n\n## Understand ticket views\n\nMando AI supports multiple ticket views.\n\n### Kanban View\n\nThe **Kanban** view organizes tickets by status using columns.\n\nExamples:\n\n- New\n- Open\n- Pending\n- Resolved\n\nThis view helps teams track ticket progress visually.\n\n### Table View\n\nThe **Table** view displays tickets in a structured list format.\n\nThis helps teams:\n\n- sort tickets\n- filter conversations\n- review assignments\n- manage large support volumes\n\n## Understand ticket details\n\nEach ticket may include:\n\n- customer information\n- ticket status\n- priority\n- assigned teammate\n- ticket category\n- conversation history\n\nThis helps support teams manage workflows more effectively.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/ticket-details-Iwn8QF5TSu1fXtKDcmStY218n2nljf.png)## Use ticket statuses\n\nTicket statuses help teams organize support workflows.\n\nCommon statuses may include:\n\n- Open\n- In Progress\n- Pending\n- Resolved\n\nStatuses help teams track support progress more clearly.\n\n## Use ticket priorities\n\nPriorities help support teams identify urgent requests faster.\n\nCommon priority levels may include:\n\n- Low\n- Medium\n- High\n\nThis helps teams focus on critical customer issues first.\n\n## Assign tickets to teammates\n\nTickets can be assigned to support teammates for ownership and follow-up.\n\nAssignments help:\n\n- organize responsibilities\n- prevent duplicate work\n- improve response management\n\nThis is especially useful for larger support teams.\n\n## Use tickets with Human Handoff\n\nTickets work well alongside:\n\n- Human Handoff\n- Inbox conversations\n- AI support workflows\n- escalated conversations\n\nThis creates a more structured support operation.\n\n## Monitor ticket workflows\n\nAs ticket volume grows, teams can use tickets to:\n\n- organize escalations\n- track unresolved issues\n- monitor operational workflows\n- improve support management\n\nWell-structured ticket systems usually improve support efficiency significantly.\n\n

PRO TIP:
Define clear ticket statuses and ownership rules early. Organized workflows become much easier to scale as support volume grows.

\n\n\n## Next steps\n\n- [Create a ticket](https://help.mando.cx/articles/tsndjegmydfk-create-a-ticket)\n- [Use ticket statuses](https://help.mando.cx/articles/aiq7vs297zeb-use-ticket-statuses)\n- [Understand ticket analytics](https://help.mando.cx/articles/8bky8677bnpo-understand-ticket-analytics)",{"_54":253,"_254":2485},[2486,2491,2496,2533,2537,2542,2547,2565,2570,2576,2581,2587,2597,2602,2630,2635,2640,2650,2655,2686,2692,2697,2740,2745,2749,2754,2759,2763,2790,2795,2801,2806,2810,2831,2836,2842,2847,2851,2874,2878,2884,2889,2918,2923,2929,2934,2965,2970,2982,2987,3017],{"_54":257,"_258":2487,"_254":2488},{"_260":-5},[2489],{"_149":2490,"_54":149},"Tickets allow support teams to track, manage, and resolve customer requests more efficiently across AI and human conversations.",{"_54":257,"_258":2492,"_254":2493},{"_260":-5},[2494],{"_149":2495,"_54":149},"Tickets are useful 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