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

# Tickets

> Formal transfer of Conversations to human support: automatic handoff flow, attendant interface, and Agent-generated summary.

Tickets represent Conversations formally handed over to a human attendant. Unlike a one-off Takeover, a Ticket removes the AI Agent from the Conversation and keeps the attendant responsible until manual closure.

### Automatic handoff behavior

When the AI Agent decides to escalate a Conversation, the process follows these steps:

<Steps>
  <Step title="Escalation condition detected">
    The Agent identifies in the system prompt the condition that requires human intervention — keyword, negative sentiment, or limit of attempts without resolution.
  </Step>

  <Step title="Agent paused">
    The Agent stops responding in the Conversation. No automatic message is sent to the contact until an attendant takes over.
  </Step>

  <Step title="Ticket created">
    The platform creates a Ticket record linked to the Conversation, with an initial status of `open` and priority defined by the escalation rules.
  </Step>

  <Step title="Team notified">
    The Team or attendant configured as the destination receives a notification. The Conversation appears in the Inbox queue with a visual indicator of an open Ticket.
  </Step>

  <Step title="Assignment and handling">
    The attendant takes over the Conversation. The Ticket status changes to `in progress`. From this point, the attendant responds directly to the contact.
  </Step>
</Steps>

| Stage             | Description                                                      |
| ----------------- | ---------------------------------------------------------------- |
| Open              | Ticket created, waiting for an attendant to claim it             |
| In progress       | Attendant active in the Conversation                             |
| Awaiting response | Attendant sent a message and is waiting for the contact to reply |
| Closed            | Conversation closed by the attendant or by inactivity automation |

## Attendant interface

With the Ticket claimed, the attendant operates directly in the Inbox with no visual difference from a regular Conversation. The available actions are:

* **Reply** — send text, image, audio, or document to the contact through the same channel as the Conversation
* **Transfer** — reassign the Ticket to another attendant or Team without losing the history
* **Add internal Note** — record context visible only to the team, not to the contact

### Status management

* **Close Ticket** — finalizes the Conversation and records the resolution time for SLA calculation
* **Reopen** — available when the contact sends a new message after closure

## Agent summary

Before claiming the Ticket, the attendant can see the automatic summary generated by the AI Agent. The summary includes:

* Reason identified for the escalation
* Main topics discussed in the Conversation before handoff
* Last action attempted by the Agent before pausing