> ## Documentation Index > Fetch the complete documentation index at: https://solvea.cx/docs/llms.txt > Use this file to discover all available pages before exploring further. # Handle Tickets > Learn how to respond, manage, and resolve tickets efficiently with multi-channel replies and AI-assisted tools. ## Ticket Actions * **Mark as Unread**\ Re-flag a ticket for later handling and return it to the Unread list. Image * **Transfer to Agent** For the AI Processing tickets, you can click **"To Agent"** button, to transfer the ticket to Human Agent. Image ## Ticket Reply You can reply using any available channel based on the customer’s contact information: If customer's phone number is available * From: the phone number that received the call * To: customer’s phone number * Enter the SMS content to send. If customer's email address is available * From: the support inbox that received the message * To: customer’s email * Set CC and BCC * Customize subject and email body Image If the Livechat session is still open. * Continue the conversation directly in the chat window * Enter the chat content to send. ## AI Assistance ### AI Summary Automatically summarize long conversations into: * Customer sentiment * The final solution provided * A concise conversation overview Image