Tickets
View, triage, and reply to support tickets from every connected community platform.
Every question posted in a monitored channel — Discord forum, GitHub Issue, Slack message, Telegram message, or inbound email — becomes a ticket. Tickets track the full lifecycle from first contact through resolution, with AI-generated draft replies posted back to the source platform.
Ticket list
The ticket list is your central inbox. Each row shows:
| Column | Description |
|---|---|
| # | Auto-incrementing ticket ID |
| Summary | AI-generated one-line summary of the question |
| Source | Colour-coded platform badge (see below) |
| Category | Auto-classified topic |
| Priority | low, medium, high, or urgent |
| Status | Current lifecycle state |
| AI | Whether an AI draft was generated |
| SLA | Time remaining before SLA breach |
| Author | Display name of the person who asked |
| Created | Timestamp of the original message |
Source platform badges
The Source badge identifies where the ticket originated. Colours are consistent across the app:
| Platform | Badge colour |
|---|---|
| Discord | Indigo |
| GitHub | Gray |
| Slack | Green |
| Telegram | Sky |
| Yellow |
Ticket statuses
| Status | Meaning |
|---|---|
open | New ticket, not yet handled |
in_progress | Being worked — AI draft generated or human assigned |
resolved | Answer provided; eligible for KB promotion |
closed | Ticket archived, no further action needed |
Filters
Use the filter dropdowns at the top of the Tickets page to narrow by:
- Status —
open,in_progress,resolved,closed - Priority —
low,medium,high,urgent - Category — see Ticket categories below
- Source — filter to a single platform (Discord, GitHub, etc.)
Filters stack — you can combine status + priority + source at the same time. The count in the page header updates live as filters change.
Ticket categories
AnswerLoops automatically classifies each ticket into one of the following categories:
| Category | When it's used |
|---|---|
how_to | Step-by-step usage questions |
documentation | Requests to clarify or find docs |
bug | Reports of broken behaviour |
feature_request | Suggestions for new functionality |
general_question | Everything else that's a genuine question |
uncategorized | Could not be confidently classified |
How category changes the AI response
Category isn't just a label — it changes what the AI does next:
-
how_to,documentation,general_question— answered from the knowledge base as usual. The draft is graded for confidence and auto-posted when confidence is high enough; otherwise it's routed to a human for review. -
bug,feature_request— never auto-answered from the knowledge base, because the fix or feature doesn't exist there yet. Instead the AI:- Checks whether the report matches an existing open ticket and, if so, replies referencing that ticket number.
- Otherwise checks the knowledge base for a relevant workaround and, if found, posts it explicitly labeled as a workaround, not a fix.
- Otherwise acknowledges the report and routes it straight to a human — no generated answer is posted.
Bug and feature-request tickets never go through the confidence grader and never auto-deflect on their own; a duplicate-match or workaround reply is the only way this category resolves without a human.
Ticket detail
Click any ticket row to open the detail view.
Platform-aware source link
The detail page shows a direct link back to the original message on its platform:
- GitHub ticket → View on GitHub ↗ (opens the Issue or Discussion)
- Discord ticket → View in Discord ↗ (opens the channel/thread)
- Slack ticket → View in Slack ↗
- Telegram ticket → View in Telegram ↗
- Email ticket → shows the original sender and subject
AI draft panel
When an AI provider is configured, AnswerLoops generates a draft reply automatically. The AI draft panel appears on the right side of the ticket detail. From there you can:
- Approve — posts the draft reply directly to the source platform (as a GitHub comment, Discord message, Slack reply, etc.)
- Edit — opens the draft in an editable text field so you can adjust it before posting
- Dismiss — hides the draft without posting; the ticket remains open
If the AI draft panel never appears, no AI provider is configured. Go to Settings → AI Model and add an API key, or configure a per-org model.
Reply form
Below the thread, the reply form lets you send a manual message back to the user. The submit button label reflects the destination platform:
- Send reply to GitHub
- Send reply to Discord
- Send reply to Slack
- Send reply to Telegram
- Send reply to Email
The reply is posted to the original thread on the source platform, not just stored internally.
Ticket actions
From the detail page you can also:
- Promote to KB — available on resolved tickets; turns the Q&A into a knowledge base article for future deflection
- Change status — move the ticket to any status manually
- Change priority — override the AI-assigned priority
Export
Click Export CSV on the ticket list page to download all currently visible tickets (respecting active filters) as a comma-separated file. The export includes all columns shown in the list.