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Tickets

Tickets are the durable support unit in Glozr. Conversations expire after 24 hours; tickets stick around indefinitely so a human can pick the issue back up days later with the full context still attached.

What tickets are

A ticket is a workspace-scoped record that links a subject, status, priority, optional assignee, and (usually) the originating conversation. It's the right surface whenever the conversation can't be closed in a single chat session.

How tickets get created

Automated tool call. Mid-conversation the agent can invoke the open_ticket LLM tool. This is on by default for help-center verticals and opt-in for the rest.
Operator-configured CTA buttons. Wire a button to the open_ticket action and any click creates the ticket without the LLM in the loop — deterministic and predictable.
Inbox escalation. Convert an active conversation into a ticket directly from the inbox when it's clear the issue needs a follow-up.

Lifecycle and priority

Tickets move through four statuses:

Open — created, awaiting assignment.
Pending — assigned to an operator and being worked.
Resolved — completed, timestamped.
Closed — archived, hidden from default views.

Priority is one of low, normal, high, or urgent.

Data structure

Each ticket carries workspace and agent foreign keys, a subject (max 120 characters), status, priority, an optional assignee, the linked conversation id, and a flexible JSON metadata column for source-specific context (channel, tags, custom fields).

Operator interface

Operators work tickets from /app/tickets. The index filters by status, priority, and assignee; clicking a row opens the detail view with the linked conversation rendered alongside so the full chat history is one scroll away.