Skip to main content
The inbox allows you to review AI-handled interactions and continue working on tickets that require human follow-up.

​
What Is a Ticket?

A ticket is a structured record of a customer issue, including the conversation history, handling process, and final outcome.
Compared to raw chat logs, tickets make customer support traceable, manageable, and easy to review—ensuring no request is missed.

​
How Tickets Are Created

Solvea automatically generates tickets based on the channel:
  • Phone: Each call creates one ticket.
  • Livechat: Messages with the same Livechat ID are grouped into one ticket.
  • Email: Emails that meet all of the following conditions will be merged into the same ticket.
    • from the same customer address
    • to the same email address
    • with similar subjects or same referenced email are merged into one ticket.

​
What You’ll Learn

In this section, you’ll learn how to:

Read Tickets

Learn how to view, filter, and understand tickets across channels, including conversation details and customer context.

Handle Tickets

Learn how to respond, manage, and resolve tickets efficiently with multi-channel replies and AI-assisted tools.