Intro to Ticketing
CekatAI Ticketing turns every customer conversation into a trackable support ticket. Assign, prioritize, and resolve issues across all your channels from one dashboard.
CekatAI Pro — Includes unlimited tickets, SLA tracking, and custom assignment rules. Learn more.
CekatAI Business — Advanced ticket routing with AI-powered auto-classification. Learn more.
Key Features
Ticket Queue
View and manage all open, pending, and resolved tickets in a unified queue.
SLA & Priority
Set response time targets and priority levels to meet your service commitments.
Assignment Rules
Auto-assign tickets to agents based on skills, availability, or round-robin.
How Ticketing Works
Customer Sends a Message
When a customer reaches out via WhatsApp, Instagram, Live Chat, or any connected channel, a ticket is automatically created.
Ticket Gets Assigned
Based on your assignment rules, the ticket is routed to the right agent or team. You can also manually assign tickets.
Agent Resolves the Issue
Agents respond directly from the ticket view. All conversation history, customer info, and internal notes are visible in one place.
Ticket Closed & Tracked
Once resolved, the ticket is closed and logged for analytics. Track resolution time, agent performance, and customer satisfaction.
Ticket Statuses
| Status | Description |
|---|---|
| Open | New ticket, not yet assigned or being worked on |
| In Progress | Agent is actively working on the issue |
| Pending | Waiting for customer reply or external input |
| Resolved | Issue has been resolved, awaiting confirmation |
| Closed | Ticket is fully completed and archived |