Documentation Index
Fetch the complete documentation index at: https://docs.astradial.com/llms.txt
Use this file to discover all available pages before exploring further.
The ticketing system helps you track issues, requests, and tasks that come from phone calls, AI bots, or workflow automations. When a caller reports a problem, a ticket is created so your team can follow up.
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 |
