How tickets are created
Tickets can be created in three ways:1. From AI bot calls
When an AI voice bot handles a call, it can collect information from the caller and automatically create a ticket. For example, a hotel guest calls and reports a maintenance issue — the bot creates a ticket with the room number, category, and description.2. From workflow automations
Workflows can include a Create Ticket action that generates tickets based on incoming data. For example, when a webhook receives a booking, a workflow can create a welcome ticket.3. Manually (coming soon)
Manual ticket creation from the dashboard is being implemented.Ticket fields
Each ticket contains:| Field | Description |
|---|---|
| Guest Name | Who reported the issue |
| Room Number | Location or reference (used in hospitality) |
| Summary | A one-line description of the issue |
| Details | Full description of the problem |
| Category | Type of issue (housekeeping, maintenance, billing, etc.) |
| Priority | How urgent the ticket is |
| Status | Current state of the ticket |
Ticket statuses
| Status | Meaning |
|---|---|
| Open | Newly created, waiting to be picked up |
| In Progress | Someone is working on it |
| Closed | The issue has been resolved |
Priority levels
| Priority | When to use |
|---|---|
| Low | Non-urgent, can wait |
| Normal | Standard priority, handle during business hours |
| High | Urgent, needs attention soon |
| Urgent | Critical, requires immediate action |
WhatsApp notifications
Astradial can send WhatsApp messages when ticket statuses change. For example, when a ticket is created, the caller receives a WhatsApp confirmation. When it is resolved, they get a notification. This is configured through the WhatsApp integration.Ticket categories
Categories depend on your industry. Here are examples for hospitality:| Category | Default Priority |
|---|---|
| Housekeeping | Normal |
| Maintenance | High |
| Billing | Normal |
| Room Service | Normal |
| Noise Complaint | High |
| Other | Low |
Permissions
| Action | Owner | Admin | Manager | Agent |
|---|---|---|---|---|
| View tickets | Yes | Yes | Yes | Yes |
| Create/update tickets | Yes | Yes | Yes | Yes |
| Delete/archive tickets | Yes | Yes | Yes | No |