> ## Documentation Index
> Fetch the complete documentation index at: https://docs.juryo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Tickets

> Client requests on open matters, triaged by who needs to act

**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.

## 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.

## Ticket statuses

| Status                                   | What it means                                    |
| ---------------------------------------- | ------------------------------------------------ |
| **Needs you**                            | Requires your intervention                       |
| **With you**                             | Assigned to you and in progress                  |
| **Assigned**                             | A colleague is handling it                       |
| **AI drafted · review**                  | The AI prepared a reply and awaits your approval |
| **AI working**                           | The AI is handling it autonomously               |
| **Snoozed**                              | Temporarily deferred                             |
| **Waiting on client**                    | Pending a reply from the client                  |
| **Resolved by AI** / **Resolved by you** | Closed, with a record of who resolved it         |

## 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.

## 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.

## 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.

<Note>
  What the agent handles on its own versus what it escalates to you is configured in **Protocols** (reachable from the tickets view itself).
</Note>