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Tickets are requests from clients with an open matter — questions, appointments, follow-ups — triaged by who needs to act: you, a colleague or the AI.

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How the view is organized

  • Triage tabs: All tickets, Needs you, AI handling and Resolved today.
  • Two switchable views: List (grouped by matter) and Board, with three lanes: Needs you, AI handling and Resolved today.
  • The Today strip sums up the day: how many tickets await you and how many the AI is handling.

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Ticket statuses

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Approve the AI’s work

The AI never resolves on your behalf what requires review:
  • AI drafted · review — the Awaiting your approval card shows the proposed reply, with Approve & send or Reject.
  • AI resolution · review — when the assistant proposes closing a ticket, you decide with Approve & close or Reject.
  • Every ticket includes an Assistant summary, and phone calls their own AI summary with transcript.

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Take over (or hand back)

  • Take over — you handle the ticket instead of the assistant.
  • Hand back to… / Reclaim to me — move the ticket between the assistant, you and your colleagues.
  • Reassign — assign it to a colleague at the firm.
When you reply from the ticket, the message is sent to the client and logged to the matter. If you need to discuss something with your team, use an Internal note — the client never sees it.

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Resolve and close

You can Resolve, Close or Reopen from the ticket itself, or select several and act in bulk. If a ticket exceeds its first-response target, you’ll see the SLA indicator in red.
What the agent handles on its own versus what it escalates to you is configured in Protocols (reachable from the tickets view itself).