Tickets commands

How requests that need a person are handled. A ticket is opened when the assistant cannot answer, an action fails, the client asks for a person, or a client says it is not solved. LIFE CYCLE: new (nobody has it yet) -> active (assigned, being worked on) -> pending (waiting for the client) or hold (waiting for something else) -> closed. A client who writes again brings a pending ticket back to active. PRIORITY: urgent, high, normal or low, set from the words (smoke, down, cannot log in...) and by the brain, or by staff. Each has a time for the next reply and a time to resolve (Settings -> Tickets); late tickets are reminded to whoever has them, then to the dispatchers, then to the owner. WHO GETS IT: per business (and for IT requests in Settings): automatic = the available person with the least open tickets; alert all = the first to take it owns it; a dispatcher decides. Staff who are away are skipped. A person who sends a ticket back (return) hands it to a dispatcher, who gives it to someone else: it is never reassigned automatically. Staff reply to the help desk with the ticket number; the client is told when it is assigned, put on hold, and closed, and can ask for the status of the ticket at any time. A ticket waiting for the client closes by itself after a few days; a client who writes again within a week of a closed ticket gets a follow-up linked to it, given to the same person.

Run each as one terminal line starting with $ , with real values instead of the examples. Plain text version.

Common tasks

A ticket arrives: the person who has it gets the client, the request, the brain's summary and what to do first. Take it if nobody has it:

take A7F3

Answer the client (they receive it in their chat; the help desk stays quiet there, and whatever the client writes back is shown to you):

reply to A7F3: Can you send a photo of the display?

Finished: say what you did. The client is told it is closed, and is offered your note if they have heard nothing else:

A7F3 closed: replaced the fuse, tested for an hour

Waiting for something (a part, a supplier): put it on hold, optionally with a date to be reminded. The client is told:

A7F3 on hold for 2 days: waiting for the spare part
resume A7F3

Not yours: send it back. It goes to a dispatcher with your reason, who assigns it to someone else:

return A7F3: this is a billing question

Dispatcher: give a ticket to a person, or to whoever has the least open tickets:

assign A7F3 to Hadi
assign A7F3 auto
ticket queue

Change how urgent it is, leave a note for colleagues (the client never sees it), look at a ticket, or reopen a closed one:

priority of A7F3 urgent
note on A7F3: the client is a repeat customer
ticket A7F3
reopen A7F3

Let the brain draft the answer from the ticket and the business documents. Nothing is sent until you say yes:

suggest a reply for A7F3

See your own tickets, and tell the help desk when you are not available (tickets are then not given to you automatically):

my tickets
I'm away
I'm back

All commands

$ tickets this week: Tickets this week (reads only)
Details: client name (optional)
Also: tickets for Acme
$ reply to A7F3: we fixed it, please try again: Reply to a client ticket (changes something)
Form: reply to A7F3: <text>
Details: ticket code, text
$ take A7F3: Take a ticket (you will handle it) (changes something)
Form: take <ticket code>
Details: ticket code
Also: i'll handle A7F3
$ close ticket A7F3: Close a ticket (with what you did) (changes something)
Form: close ticket <ticket code>
Details: ticket code, text (optional)
Also: A7F3 closed: replaced the fuse, client informed, A7F3 solved
$ A7F3 on hold: waiting for the spare part: Put a ticket on hold (waiting for something) (changes something)
Form: <ticket code> on hold: <text>
Details: ticket code, until (a date or a time) (optional), text (optional)
Also: hold A7F3 for 2 days: client is travelling, hold ticket A7F3 until friday
$ resume A7F3: Resume a ticket that was on hold (changes something)
Form: resume <ticket code>
Details: ticket code
Also: A7F3 is back
$ return A7F3: this is a billing question: Send a ticket back to the admin to give to someone else (changes something)
Form: return A7F3: <text>
Details: ticket code, text (optional)
Also: A7F3 back to admin: not my area, A7F3 is not mine
$ assign A7F3 to Hadi: Assign a ticket to a staff member (dispatchers) (changes something)
Form: assign <ticket code> to <person or people>
Details: ticket code, person or people (optional)
Also: assign A7F3 auto, reassign A7F3 to Sara
$ priority of A7F3 urgent: Set the priority of a ticket (changes something)
Form: priority of <ticket code> <priority (urgent, high, normal or low)>
Details: ticket code, priority (urgent, high, normal or low)
Also: A7F3 high
$ reopen A7F3: Reopen a closed ticket (changes something)
Form: reopen <ticket code>
Details: ticket code
$ note on A7F3: the client is the CEO: Add an internal note to a ticket (changes something)
Form: note on A7F3: <text>
Details: ticket code, text
Also: add a note on ticket A7F3: called twice, no answer
$ ticket A7F3: Show a ticket: the client, the request, the summary and the history (changes something)
Form: ticket <ticket code>
Details: ticket code
Also: show ticket A7F3
$ list tickets: List tickets (open, new, overdue, on hold, waiting, closed today; of a client, a business or a staff member) (reads only)
Details: which ones (optional), filter (optional)
Also: list tickets of Acme, overdue tickets
$ find ticket about printer: Find tickets about something (reads only)
Form: find ticket about <text>
Details: text
Also: search tickets for invoice
$ open a ticket for Acme: the printer on the 2nd floor is broken: Open a ticket for a client yourself (changes something)
Form: open a ticket for Acme: <text>
Details: client name, text
$ rename ticket A7F3: printer on the 2nd floor: Change the subject of a ticket (changes something)
Form: rename ticket A7F3: <text>
Details: ticket code, text
$ close all tickets: Close several tickets at once (all, or of a client, on hold, older than N days…) (changes something)
Details: which ones (optional), filter (optional)
Also: close all tickets of Acme, close all tickets on hold
$ reopen the tickets I just closed: Reopen the tickets I just closed at once (changes something)
Also: undo the bulk close
$ my tickets: List my open tickets (changes something)
$ ticket queue: List the tickets waiting to be assigned (changes something)
Also: unassigned tickets
$ suggest a reply for A7F3: Ask the brain to draft a reply to the client (you confirm before it is sent) (changes something)
Form: suggest a reply for <ticket code>
Details: ticket code
Also: draft reply to A7F3
$ away: Mark myself as away (no automatic tickets) (changes something)
Also: I'm off duty
$ I'm back: Mark myself as available again (changes something)
Also: available
$ mark Hadi away: Mark a staff member away (no automatic tickets) (changes something)
Form: mark <person or people> away
Details: person or people
Also: set Sara as away
$ mark Hadi back: Mark a staff member available again (changes something)
Form: mark <person or people> back
Details: person or people
Also: set Sara as available
$ give Acme 2 more tickets this week: Give a client extra tickets (changes something)
Form: give <client name> <number> more tickets this week
Details: client name, number
$ make Hadi a dispatcher: Make a staff member a dispatcher (or not) (changes something)
Form: make <person or people> a dispatcher
Details: person or people, on or off (optional)
Also: dispatcher Hadi off, Hadi is not a dispatcher
$ ticket settings: Show the ticket settings (who gets tickets, due times, auto-close) (reads only)
Also: due times
$ set ticket dispatch to auto: Set who gets IT tickets (claim, auto or admin) (changes something)
Form: set ticket dispatch to <mode>
Details: mode
Also: set dispatch to claim
$ set urgent reply time to 10 minutes: Set a due time for a priority (next reply or resolution) (changes something)
Form: set <priority (urgent, high, normal or low)> <next reply or resolution> time to <number> <minutes, hours or days>
Details: priority (urgent, high, normal or low), next reply or resolution, number, minutes, hours or days (optional)
Also: set low resolve time to 3 days
$ auto close after 3 days: Close tickets waiting for the client after some days (0 = never) (changes something)
Form: auto close after <number> days
Details: number
Also: set auto-close to 0 days
$ set follow-up window to 10 days: Set the follow-up window (days) (changes something)
Form: set follow-up window to <number> days
Details: number
$ turn off ai triage: Turn AI triage of new tickets on or off (changes something)
Form: turn <on or off> ai triage
Details: on or off
Also: ai triage on