> ## Documentation Index
> Fetch the complete documentation index at: https://docs.intellikon.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer tickets

> Find, answer, triage and resolve the tickets your customers raise.

Every ticket a customer raises lands in your **Inbox**. Open one and you see the whole conversation, with the customer's company, their past tickets and your team's notes about them on the right. You reply to the customer from the same page, and add internal notes that only your team can read.

## Before you start

Your customers need their own sign-in to Studio, with Aegis turned on for their company. Tenant Owners and Workspace Admins do this in Studio settings under **Accounts**: open the company, turn on Aegis on its **Products** tab, and add its people on the **Users** tab with **Invite user**.

## Find a ticket

<Frame>
  <img src="https://mintcdn.com/intellikon-ai-ltd/wM16d87Um0QW2CyJ/images/aegis/inbox.png?fit=max&auto=format&n=wM16d87Um0QW2CyJ&q=85&s=ce13d0ab32e3a65cb2e9bbaae46c6ef1" alt="The Inbox status tabs and a search for tickets about re-planning, with the matching tickets and their status." width="2220" height="840" data-path="images/aegis/inbox.png" />
</Frame>

Select **Inbox**. The figures at the top show how many tickets are open and in progress, your average response time and the share of tickets Aegis resolved itself. Use the tabs to see **Open**, **In progress**, **Resolved** or **Resolved by AI** tickets, **Account** to see one company, and the search box to find a ticket by its subject.

Tickets past their reply time show **BREACHED** next to the subject. Select a ticket to open it.

Next, [reply to the customer](#reply-to-a-customer).

## Reply to a customer

<Frame>
  <img src="https://mintcdn.com/intellikon-ai-ltd/wM16d87Um0QW2CyJ/images/aegis/ticket.png?fit=max&auto=format&n=wM16d87Um0QW2CyJ&q=85&s=278ae69347c2774070c8034da61d61fe" alt="A customer ticket open in the Inbox, with the conversation and the reply box with its Send reply button." width="1580" height="2280" data-path="images/aegis/ticket.png" />
</Frame>

<Steps>
  <Step title="Open the ticket">
    Select **Inbox**, then the ticket.
  </Step>

  <Step title="Read the conversation">
    Check every message under **Conversation**, what the customer first wrote under **Description**, and any files under **Attachments**.
  </Step>

  <Step title="Write your reply">
    Under **Reply**, type your answer.
  </Step>

  <Step title="Edit a suggested reply">
    If Aegis has already suggested one, marked **AI drafted**, edit it until it says what you want.
  </Step>

  <Step title="Send">
    Select **Send reply**.
  </Step>
</Steps>

Your reply now shows in the conversation, and Aegis emails it to the customer who raised the ticket. When they reply, the person assigned to the ticket gets an email. Next, [triage the ticket](#triage-a-ticket).

<Tip>To read a message in another language, open the translate menu under it and choose a language. Press ? on a ticket to see its keyboard shortcuts.</Tip>

## Add an internal note

<Steps>
  <Step title="Switch to notes">
    Below the conversation, select **Internal notes**.
  </Step>

  <Step title="Write the note">
    Type your note. Customers never see it.
  </Step>

  <Step title="Save it">
    Select **Add note**.
  </Step>
</Steps>

The note now shows under the **Internal notes** tab at the top of the ticket. Tenant Owners and Workspace Admins can write notes. Workspace Members can read them if a Tenant Owner or Workspace Admin allows it in [Aegis settings](/products/aegis/settings).

For a note about the customer rather than this ticket, type in **Notes** on the right. It saves when you stop typing and shows on every ticket from that company. Next, [triage the ticket](#triage-a-ticket).

## Triage a ticket

<Frame>
  <img src="https://mintcdn.com/intellikon-ai-ltd/wM16d87Um0QW2CyJ/images/aegis/ticket-details.png?fit=max&auto=format&n=wM16d87Um0QW2CyJ&q=85&s=4ba8bb799b151626c6503aeeeafbbb84" alt="The ticket details panel, with response and resolution due, Status, Severity, Product, Category, Queue, Assignee and Labels." width="660" height="1120" data-path="images/aegis/ticket-details.png" />
</Frame>

Tenant Owners and Workspace Admins can change a ticket's details on the right of its page, under **Ticket details**.

<Steps>
  <Step title="Set the status">
    Under **Status**, choose where the ticket stands, such as **In progress**.
  </Step>

  <Step title="Set the priority">
    Under **Severity**, choose **P1**, **P2** or **P3**.
  </Step>

  <Step title="Choose a category">
    Under **Category**, pick the area the ticket is about.
  </Step>

  <Step title="Assign it">
    Under **Assignee**, choose who should handle it.
  </Step>

  <Step title="Label it if you want">
    Type in **Add a label** to tag the ticket.
  </Step>
</Steps>

Each change shows straight away. Next, [resolve the ticket](#resolve-a-ticket) when it is done.

## Resolve a ticket

When the customer has what they need, resolve the ticket.

<Steps>
  <Step title="Resolve it">
    Select **Resolve** at the top of the ticket.
  </Step>

  <Step title="Confirm">
    Select **Resolve** again to confirm.
  </Step>
</Steps>

The ticket now shows as Resolved, and it moves to the **Resolved** tab in your Inbox. Next, see [what needs you today](/products/aegis/dashboard-and-my-work).

## Troubleshooting

<Accordion title="If the Internal notes tab is missing">
  Workspace Members see internal notes only when **Member access to internal notes** is on. Ask a Tenant Owner or Workspace Admin to turn it on in [Aegis settings](/products/aegis/settings).
</Accordion>

<Accordion title="If a customer cannot find Aegis">
  Check that Aegis is turned on for their company in Studio settings under **Accounts**, on the **Products** tab.
</Accordion>