# 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.

***

### **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.

***

### **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.


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.zaia.app/inbox/human-support/tickets.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.