Tickets

Every customer request in SupportCraft AI is a ticket. Tickets can be created automatically from inbound email, or manually by an agent. This page explains the full ticket lifecycle.

How tickets are created from email

When a customer sends an email to your support address (e.g. [email protected]), SupportCraft AI receives it and automatically:

1Creates a new ticket with the email subject as the ticket title.
2Assigns the ticket a unique number like SUP-1001 (sequential, never reused).
3Adds the email body as the first message in the ticket conversation.
4Sends the customer an acknowledgement email with the ticket number in the subject line, so they know their request was received.
5Adds the customer to your Customers list if they haven't contacted you before.

[SCREENSHOT: The ticket list view showing several tickets with their SUP-xxxx numbers, statuses, and priority badges]

How reply threads stay linked

When your agent sends a reply from a ticket, the outgoing email carries a hidden "conversation tag" in its headers. When the customer hits Reply in their email app, that tag comes back with their response — and SupportCraft AI uses it to route the new email directly into the same ticket instead of opening a new one.

This means the entire conversation — the original request, your agent's replies, the customer's follow-ups — stays in one place, in chronological order, no matter how many times the email goes back and forth.

Good to know: If a customer opens a brand-new email (instead of replying to an existing one) about the same topic, SupportCraft AI will usually detect the ticket number in the subject line (e.g. [Ticket #SUP-1001]) and add the message to the existing ticket. If no match is found, a new ticket is created.

[SCREENSHOT: A ticket detail view showing the full conversation thread — customer message, agent reply, customer follow-up — all in one view]

Ticket statuses

Each ticket has a status that reflects where it is in your workflow:

OpenThe customer is waiting for a response. Newly created tickets start here.
PendingYou're waiting on the customer (e.g. you've asked a follow-up question). Counts differently in reports.
ResolvedThe issue is fixed. The customer can still reply to re-open the ticket.
ClosedFully archived. No further replies expected.

Assigning, tagging, and prioritising

The right-hand panel on any ticket lets you adjust these fields at any time:

Assignee

Pick any agent in your workspace from the Assigned to dropdown. Unassigned tickets are visible to all agents. Assigned tickets still appear in the shared inbox but are highlighted for the responsible agent.

Priority

Choose from Low, Medium, High, or Urgent. Priority is visible in the ticket list and can be used to sort or filter. The AI Analyse feature can suggest a priority automatically.