🎫 Ticket Management
Manage support tickets effectively with SLAs, priorities, and team workflows.
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Ticket Lifecycle
Every support ticket goes through a defined lifecycle from creation to resolution.
| Status | Description |
|---|---|
| Open | New ticket, not yet assigned or worked on |
| In Progress | Agent is actively working on the ticket |
| Waiting | Waiting for customer response or external action |
| Resolved | Issue has been addressed, pending confirmation |
| Closed | Ticket is complete and archived |
Priorities & Severity
Prioritize tickets to ensure critical issues are addressed first.
| Priority | Response Time | Use Case |
|---|---|---|
| Critical | 1 hour | System down, data loss, security breach |
| High | 4 hours | Major feature broken, no workaround |
| Medium | 8 hours | Feature issue with workaround available |
| Low | 24 hours | General questions, feature requests |
SLA Configuration
Configure Service Level Agreements to set response and resolution time targets.
// Create an SLA policy
const response = await fetch('https://api.aetherai.support/api/sla/policies', {
method: 'POST',
headers: {
'Authorization': 'Bearer YOUR_API_KEY',
'Content-Type': 'application/json'
},
body: JSON.stringify({
name: 'Enterprise SLA',
conditions: {
priority: ['critical', 'high'],
tags: ['enterprise']
},
targets: {
firstResponse: {
critical: 60, // 1 hour in minutes
high: 240, // 4 hours
medium: 480, // 8 hours
low: 1440 // 24 hours
},
resolution: {
critical: 240, // 4 hours
high: 480, // 8 hours
medium: 1440, // 24 hours
low: 4320 // 72 hours
}
},
businessHours: {
enabled: true,
timezone: 'America/New_York',
schedule: {
monday: { start: '09:00', end: '17:00' },
tuesday: { start: '09:00', end: '17:00' },
// ... other days
}
}
})
});Note: SLA policies are available on the Business plan and above. Multiple policies can be configured with different conditions.
Assignment & Routing
Automatically route tickets to the right team members based on rules.
Routing Options
Round Robin
Distribute tickets evenly across available agents
Skill-Based
Route to agents with matching skills (e.g., billing, technical)
Load-Based
Assign to agents with the lowest current workload
Manual
Tickets stay unassigned until manually claimed
// Assign a ticket
await fetch('https://api.aetherai.support/api/support/tickets/TKT-123/assign', {
method: 'POST',
headers: { 'Authorization': 'Bearer YOUR_API_KEY' },
body: JSON.stringify({
assigneeId: 'agent_456',
// Or use auto-assignment
// autoAssign: true,
// strategy: 'round-robin'
})
});Team Workflows
Set up automated workflows to streamline your support process.
Example Workflows
Auto-Escalation
When: Ticket is unresponded for 2 hours
Action: Escalate priority and notify supervisor
Auto-Close
When: Resolved ticket has no response for 7 days
Action: Close ticket and send satisfaction survey
Tag-Based Routing
When: Ticket contains "billing" keyword
Action: Add "billing" tag and route to finance team
API Reference
Common ticket management API endpoints.
| Endpoint | Description |
|---|---|
| POST /api/support/tickets | Create a new ticket |
| GET /api/support/tickets/:id | Get ticket details |
| PATCH /api/support/tickets/:id | Update ticket (status, priority, tags) |
| POST /api/support/tickets/:id/comments | Add a comment or reply |
| POST /api/support/tickets/:id/assign | Assign to an agent |