> For the complete documentation index, see [llms.txt](https://docs.zaia.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.zaia.app/inbox/human-support/tickets.md).

# Tickets

When an AI Agent transfers a conversation to a human, a **support ticket** is automatically created within the Inbox.\
Tickets follow a well-defined lifecycle:

| Stage           | Description                                                                                  |
| --------------- | -------------------------------------------------------------------------------------------- |
| **Unanswered**  | Ticket created but not yet assigned or responded to.                                         |
| **In Progress** | A human attendant has taken ownership and is actively chatting with the user.                |
| **Finished**    | The human has finished and marked the ticket as resolved, returning control to the AI Agent. |

#### Automatic Handoff Behavior

When the Agent triggers a handoff:

1. The platform creates a new ticket.
2. The ticket is automatically routed to a **Team** linked to the tool or channel that triggered the handoff.
3. The Agent pauses and stops sending replies.
4. Human attendants can view the full conversation context.
5. When marked as “Closed,” the Agent regains control of the user session.

***

### **Manual Takeover Outside the Platform**

You can also let a human take over a conversation outside Zaia.

When **Enable manual takeover and interrupt Agent responses** is enabled:

* Zaia treats proactive messages sent from another platform as human messages.
* The Agent stops replying to that conversation.
* The conversation remains under human control until the return condition is met.

This is useful when the team needs to continue the conversation directly in the native channel.

#### Instagram Return Rule

Instagram requires an extra step before the Agent can take over again.

To end human handling on Instagram:

1. React to the user’s latest message with the preconfigured emoji.
2. Send a new message.

This sequence signals that manual handling has ended and the Agent can resume replies.

***

### **Attendant Interface**

The human support interface is designed for clarity and continuity.\
Each attendant can:

* View the full chat history between the user and the Agent.
* See the **Agent-generated summary** at the top of the conversation.
* Continue the discussion directly within the same thread.
* Mark the ticket as *Closed* when complete.
* Reassign responsibility to another member if needed.

#### Status Management

Attendants can toggle their availability at any time:

* 🟢 **Available** — Ready to receive new tickets.
* 🔴 **Unavailable** — Temporarily excluded from Round Robin distribution.

### External user details panel

When a conversation has a linked external user, the right-side details panel makes that user the primary reference for the interaction.

Zaia shows:

* The external user's name
* The phone number
* The finish date, when the conversation is already finished
* The channel name with the channel-type icon

Zaia does not show a separate channel type field.

From this panel, you can:

* Open **User Data** to view or edit the existing external user record
* Block the external user
* Unblock the external user

Block and unblock stay available whenever an external user is loaded.

This applies to active conversations and historical conversations.

The panel stays closed by default.

You can open it on hover or pin it open.

On smaller screens, the panel has its own scroll area so action buttons stay accessible.

Copy actions and assignee editing stay aligned with the related text for a consistent layout.

***

### **Tags in Tickets**

Tickets can display both ticket-level tags and chat-level tags.

In the Tickets interface, Zaia shows the combined set of:

* Tags applied directly to the chat
* Tags applied directly to the ticket

This keeps classification consistent between AI handling and human support.

Tags are:

* Visible in the list and detail views
* Available as filters
* Updated in real time when changed by the [Chat Tagging Tool](/tools/available-tools/chat-tagging-tool.md)

***

### **Kanban Views**

You can also organize human support chats in configurable Kanban boards.

Use [Kanban Views](/inbox/human-support/kanban-views.md) to create board-specific columns from chat tags, reorder columns, and move chats between stages in real time.

***

### **Agent Summary**

Before human takeover, the Agent generates an automatic **conversation summary**, displayed at the top of the ticket.\
This summary includes:

* User’s intent and key topics discussed.
* Context of prior messages.
* Outstanding actions or follow-up needs.

This ensures the human attendant immediately understands the situation — reducing handling time and improving accuracy.