Tickets overview

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.

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How tickets are created

Tickets can be created in three ways:

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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.

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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.

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3. Manually (coming soon)

Manual ticket creation from the dashboard is being implemented.

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Ticket fields

Each ticket contains:

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Ticket statuses

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Priority levels

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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.

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Ticket categories

Categories depend on your industry. Here are examples for hospitality:

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Permissions