Your First Ticket Setup



Suhep's ticketing system lets customers submit support requests and lets your team track them to resolution.

How Tickets Are Created



Tickets can come from:

  • 1.Support Form — customers fill out the ticket form at suhep.com/tickets
  • 2.Chat Widget — if AI can't resolve, it creates a ticket automatically
  • 3.Email — the Email channel is included on every plan, Free included; forwarded emails become tickets where inbound forwarding is enabled for your workspace
  • 4.Manual — agents create tickets on behalf of customers


    • Configure Ticket Settings



    Go to Admin → Settings → Tickets:

  • •Categories — general, billing, technical, feature request, bug report
  • •Priorities — low, medium, high, urgent
  • •Auto-assignment — route tickets to agents by category
  • •Email notifications — notify customers on status changes


    • Ticket Lifecycle



  • 1.Open — new ticket, needs attention
  • 2.In Progress — an agent is working on it
  • 3.Pending — waiting for customer response
  • 4.Resolved — issue fixed
  • 5.Closed — confirmed resolved, archived


    • AI-Assisted Resolution



    When a customer submits a ticket, Suhep's AI:

  • 1.Searches your knowledge base for relevant articles
  • 2.If its confidence is high enough, answers the customer
  • 3.Marks the ticket AI Resolved when the AI solved it without a person stepping in: the AI closed the ticket itself because its answer passed the confidence checks, or the customer confirmed the AI answer solved the issue
  • 4.Otherwise, routes the ticket to a human agent (routed tickets do not count as AI Resolved)