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Tickets move through five statuses:
  • New — no support reply has been sent.
  • AI handling — Marno is answering from enabled knowledge.
  • Needs team — the AI handed the ticket to your team.
  • Resolved — no action is expected, but the ticket can be reopened.
  • Closed — the Discord thread is archived and the conversation is read-only.
New, AI handling, and Needs team tickets appear in the Active queue. A team reply moves a New or AI handling ticket to Needs team. Closing a ticket archives its Discord thread. Reopen a Resolved or Closed ticket when more work is needed.

Work the inbox

Review and manage customer conversations.

Close and reopen

Finish a ticket or return it to the queue.