--- title: "Working the Tickets Board" description: "Where your tickets live, how to work them, and how the Smart Helpdesk Agent drafts replies for you to review before they go out." category: "Add-Ons" canonical: "https://www.proxyai.app/help/add-ons/tickets-board-guide" --- > For the complete documentation index, see [llms.txt](https://www.proxyai.app/llms.txt). Request public content pages with `Accept: text/markdown`. # Working the Tickets Board [Tickets Board walkthrough — watch on YouTube (2:53)](https://www.youtube.com/watch?v=WhS8RlgXduw) ## Where the Board Lives The built-in ProxyAI desk gives you a board of every ticket the bot has opened. It appears once [Helpdesk Connect](/help/add-ons/helpdesk-guide) is set to the built-in desk, with Gorgias, Zendesk, Freshdesk or Help Scout connected instead, you work those tickets in that desk and this board stays empty. - **Web dashboard**, **Add-ons → Helpdesk → Ticket Inbox** in the sidebar. **Agent Mode** under it opens the Smart Helpdesk Agent's settings. - **Shopify app, WordPress plugin and Wix app**, the same entries in the app's sidebar: **Add-ons → Helpdesk → Ticket Inbox**, with **Agent Mode** under it. ## The Columns - **Open**, needs you. - **Staged**, the Smart Helpdesk Agent has written a reply and is waiting for you to approve it. Empty unless you have the agent switched on. - **Pending**, you replied; waiting on the customer. - **Resolved**, done. Sending a reply moves a ticket to **Pending**. The customer writing back moves it to **Open**. Resolving hands the conversation back to the bot. You can drag cards between columns. The search box looks at ticket number, name, email, subject and category. **Current** and **Archived** are separate views, and anything archived can be brought back. ## Working a Ticket Open a card to read the whole conversation, the customer's messages, the bot's answers, and any pictures they sent. Scroll the thread; long conversations start at the top. Reply in the box at the bottom. Your answer goes out on the chat channel the customer was using, and by email too if you set up a sender address in the Helpdesk wizard. Tags sit under the ticket's title: **+** adds one, **x** removes one. Up to ten per ticket, 30 characters each, saved as you go. Tickets on Gorgias, Zendesk, Freshdesk or Help Scout keep their tags on that desk. If the bot said it opened a ticket and none appears here, check a desk is still connected, the bot can only file tickets while one is. ## The Smart Helpdesk Agent The agent reads each new ticket and writes the reply for you. **It does not send anything by default**, the draft waits in the **Staged** column until you approve it. You see what it would have said before a customer ever does. Find it in **Add-ons → Helpdesk → Agent Mode**. ### Switching it on 1. **Enable the agent on this desk.** Off by default, per desk. Turning it off takes effect on the next ticket, no waiting. 2. **Model.** Choose from the models we allow for ticket work. This is deliberately a shorter list than the chat bot's: a drafted refund reply that invents policy is worse than no draft at all. If your chosen model is unavailable when a ticket arrives, we use our default for you and the board tells you which model actually wrote it. 3. **Instructions.** Your voice and your policy, in plain words, *"refunds under $20 approve directly; never promise delivery dates; sign as Sarah."* These sit alongside the built-in safety rules; they do not replace them. 4. **Caps.** Drafts per ticket (3 by default) and drafts per day (100). The first stops the agent going back and forth with one unhappy customer; the second is your spend ceiling. ### Reviewing a draft A staged card shows the draft with the model that wrote it. You can: - **Approve and send**, it goes to the customer through exactly the same path as a reply you typed yourself. - **Edit, then send**, change anything first; your edit is what the customer receives. - **Dismiss**, nothing is sent. The draft is kept in the ticket's history. ### When the agent will not answer Sometimes there is nothing to answer from. If the ticket needs a policy you have not written down, or details only a person can find, the agent says so instead of guessing: the ticket **stays in Open** with a short note explaining what it would need. That note is for you, never for the customer, no padded reply is ever sent in place of a real answer. The fix is usually to give it the knowledge, not to switch it off. ### Giving the agent its own knowledge The agent has a **Knowledge** section of its own, with two sources you control separately: - **Search bot knowledge**, reuse the documents your chat bot already answers from. Each search costs credits at the [Bot Knowledge](/help/add-ons/bot-knowledge-guide) rate. - **Internal documents**, a private library only the agent reads. **Your chat bot never sees these.** It is the right place for the things you would tell a new support hire and not a customer: approval limits, when to escalate, what staff may promise, your refund SOP. Upload the same file types Bot Knowledge accepts. A short, plainly written policy document does more for draft quality than a longer model does. ### YOLO mode, letting it send on its own **YOLO mode** lets the agent send confident replies directly, without waiting for you. Anything it is unsure about still lands in **Staged**. It is **locked until you have approved 10 of its drafts**. That is deliberate: you should see what the agent would have sent, ten times, before you let it send. The counter is on the toggle. Even with YOLO on, the daily cap still applies, the per-ticket cap still applies, and a ticket the agent cannot answer still stops in Open for you. Every reply the agent is about to send on its own is also checked by a leak screen first. It compares the draft with what the customer actually asked, with your instructions and the documents the agent used in view, the internal knowledge base included. A reply that gives the customer the refund window for their order goes out, even when that fact came from your internal notes; a reply that pastes those notes, lists your documents, or hands over a whole policy because someone asked to "see the full document" stops in **Staged** with the reason on the card. If no model is available for the screen on the platform it cannot run, and the agent stages everything until it can. Replies the agent sends on its own reach the customer on their chat channel like any other reply. Whether you tell your customers that a reply was AI-assisted is your own policy, the tools are here either way. ### Auto-archiving junk Cold sales pitches, spam and scams do not need a reply, and drafting one costs credits. **Auto-archive junk** on the Agent tab has a main switch and three boxes: **Unsolicited**, **Spam** and **Harmful**. With it on, the agent's first check on every ticket also looks for the kinds you ticked. A match is archived and tagged **Unsolicited**, **Spam** or **Harmful**, and no draft is written, so you are not charged for one. - The kinds overlap. A cold pitch often reads as spam too, so a desk that ticks only **Spam** will also archive most pitches, tagged **Spam**. - Archived tickets are in the **Archived** tab with their tag. **Restore to board** puts one back; the tag stays until you remove it. - Only a ticket's first look is judged. Once the agent has drafted on a ticket, or a draft is waiting, it is treated as a live conversation and is never auto-archived. - If the sender writes again, the ticket comes back to the board on its own and the agent looks at it afresh. - It only works while the agent is switched on. Desks without the agent get every message unfiltered. The check leans careful: a real customer, even an angry or rude one, a wholesale enquiry, a journalist or a job applicant is meant to stay on the board. If you find one in **Archived**, restore it. ### What it costs Drafting is metered like any other AI usage, on the **ticket_agent** line in **Usage & costs**, from the same balance. In practice a draft costs a fraction of a cent; searching your knowledge for grounding usually costs more than the writing does. Set the daily cap to whatever ceiling you are comfortable with. ### One thing to know before you enable it While the agent is on, the plain "we got your ticket" acknowledgement email is not sent, the agent's reply is meant to be the first thing the customer hears. If you have switched the agent on and customers seem to hear nothing, check the board: tickets sitting in **Open** with a "needs a human" note are waiting on you, not on the agent. ## Test It 1. Open a ticket the way a customer would, through the chat, or your ticket form. 2. Watch the board: the ticket appears in **Open**, and within a minute or so a draft appears in **Staged** if the agent is on. 3. Read the draft. Approve it, and confirm the answer arrives in the original chat. 4. Try one the agent cannot know, something your knowledge does not cover, and confirm it stays in **Open** with a note rather than inventing an answer.