Tickets list
Every customer problem becomes a ticket, categorised automatically — see how the queue is organised and how the team works it.
When a customer runs into a problem — a late delivery, a damaged product, a complaint — a ticket is created and categorised automatically. The Support space is where your team works that queue.
Automatic categories
The agent classifies each ticket as it is created. The category tells you what kind of problem you are dealing with before you open it:
| Category | Typical case |
|---|---|
| Customer Request | A request for information or action that needs a human. |
| Damaged Product | A product arrived damaged or defective. |
| Complaint | An explicit complaint. |
| Negative Sentiment | The customer's tone has deteriorated. Detected automatically, often before the complaint is actually made. |
| AI Limitation | The agent chose to hand over — the request went beyond what it can do. The most useful signal you have for improving your setup. |
Work the queue
The views on the left organise the work: All tickets, Assigned to me, Pending and Resolved. Filters by priority, category and state narrow it further — see Filtering tickets.
Create Ticket adds a ticket by hand, for a problem that reached you outside a conversation.
FAQ and troubleshooting
Is a ticket the same thing as an escalation?
No. The agent can create a ticket purely to record a request, and keep replying — the ticket is just a trace. There is only an escalation when a human is genuinely needed, and then the agent goes silent on that conversation.
Who can see the Support space?
Every role, including members. It is one of the spaces available to the whole workspace.
Is this the same as the Unifunl help center?
No. Support inside your dashboard is your own ticket list, where you raise problems with your customers' orders. The help center is the site you are reading now.
What's next?
Open a ticket and see what each part of it means.