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Tickets is FireTone’s own ticketing, not a connector to somebody else’s helpdesk. A ticket is a product capability with a life outside the call: a person opens one from the panel, a supervisor reports on them, and an agent — human or virtual — is one writer among several. It is a module. An organisation that does not use it does not see the screen.

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What a ticket carries

A reference number, a subject and body, a status, a priority, the customer, the team, whoever it is assigned to, and the call it came from. Open and pending are the two that count as outstanding. When something asks for “the last update”, it means the ticket somebody is still waiting on, not one closed six months ago. Priority runs low, normal, high, urgent.

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Who raised it

Every ticket records whether it came from a person, a virtual agent or a flow, and that is the first column worth reading. The distinction tells whoever picks the ticket up how much to trust the wording, and which of the two people on the call produced it. A ticket written by a model from what a caller said is not the same artefact as one a colleague typed.
  • A virtual agent raises one as a tool during the conversation, including the callback ticket it raises when it promises somebody a call back. That one is assigned to the profile’s callback person and emailed to them as well — the ticket is the record, the email is so it is seen today.
  • A flow raises one from an app-action step, and stays authorless rather than borrowing somebody’s name.
Both go through the same action as the panel’s own New ticket, which is the whole reason the ticket action exists once rather than twice.

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Who can do what

Agents read. Supervisors and admins write. An agent sees the tickets assigned to them or raised by them, and nothing else; everyone above sees the organisation’s.
Tickets raised before FireTone recorded an author have none, so an agent sees those only where they are assigned to them.

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Where tickets show up besides this screen

  • On a call’s page, under what the call produced.
  • On a customer’s timeline, beside their calls, conversations and ratings, with a tile counting them.
  • In the in-call panel, so an agent can see what is already open for the person they have just answered.