Tickets are created when a user marks the AI's last response as unhelpful (thumbs down). They route to your team with the full conversation context already attached. Whoever picks up the ticket doesn't need to ask the user to repeat themselves.
How a ticket is created
User has a conversation
The user asks their question and receives a response from the AI.
User clicks thumbs down
If the last AI response wasn't helpful, the user can click the thumbs down icon shown below it.
Ticket is created automatically
A ticket is generated with the full conversation transcript, wallet address, chain, and timestamp.
User is informed
The widget shows 'Raising a ticket…' so the user knows a human will follow up.
Managing tickets
Open Tickets from the dashboard sidebar to see all open and closed tickets. Each ticket shows:
- The question or message that triggered the thumbs-down
- The full conversation thread for context
- The connected wallet address (if provided)
- The timestamp
- Current status: open or resolved
Resolving tickets
Once you've addressed the user's issue (via email, Discord DM, or direct on-chain action), mark the ticket as resolved. Resolved tickets are archived but remain searchable.
Tickets as training signals
A spike in tickets usually indicates a gap in your Knowledge Base or a missing contract. Review the questions that generated tickets and add documentation or contract context to prevent the same question failing again.
One ticket per session
Each conversation session generates at most one ticket. If a user clicks thumbs down multiple times in the same session, the existing ticket is updated rather than duplicates being created.