Tickets: callers who asked for a person
Follow up every caller who asked your AI agent for a person or a call back, and see who picks up such calls right now.
Where to find it
Help desk › Tickets (Easy mode: Helpdesk › Ticket assignment)
Open this screen
Steps
- Open “Tickets” under Help desk (in Easy mode, “Ticket assignment” under Helpdesk). The page is called “Ticket assignment”.
- Read the tiles: “Open”, “In progress”, “Resolved” and “Needs attention”.
- In “Callers who asked for a person”, choose “Open”, “In progress”, “Resolved” or “All”. A “Callback requested” mark shows the caller asked to be called back.
- Press a row or “Details” to open the request and act on it (see “Handle a caller who asked for a person”).
- Under “Right now”, check for each line whether a call would be put through now and who would ring; “How a handoff is assigned” explains the rule.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Open / In progress / Resolved / All | Which requests the list shows, with the count of each. | Open |
| Needs attention | Requests that still need someone to act. | — |
| Right now | Per line: whether your AI agent answers, business hours, “Put through now” and who “Rings at once”. Refreshes every minute. | — |
| Manage who to put through | Opens the line's settings (managers). | — |
Troubleshooting
“Nobody has asked for a person here.”
No caller asked for a person in the last 30 days in this view. Choose “All”.
“Could not load who picks up right now.”
The Right now table could not be read. Reload the page.
“The phone service is not connected yet, so no real call arrives. This shows what would happen.”
The table shows what would happen once real calls arrive; the operator connects the phone service.
“No phone lines are set up yet.”
Set up a line on Phone lines first.
Tips
- Members can read every request; workspace managers can take, assign, note and resolve them.
Good to know
- The list covers the last 30 days.
- There is no routing by priority, tag or team: business hours and who is chosen on the line are the only rules.
Related how-tos
- Handle a caller who asked for a person Take a request, assign it, note it, call the person back and resolve it, all from the request's details.
- Who picks up when a caller asks for a person Understand how a call is handed from your AI agent to a person, and check for each line who would ring right now.
- Choose who callers are put through to Decide who rings when a caller asks your AI agent for a person during business hours.
- Call someone back (Call again) Call a caller back from the call itself: your own phone connected through your organisation's line, or your line's AI agent calling them.
- Read the whole conversation of a call See everything the caller and your AI agent said on a call, in order, with times, so you have the full context before you act.
- Inbox and Inquiries Work through every message and phone inquiry from your customers in one list, so nothing is missed.