Tickets

This page follows one ticket from start to finish, so you know what your members and your team will see. The settings live in Deploy and Guidance.

1. The ticket opensCopy Anchor Link

Your ticket bot creates a channel in the category you deployed. Dexbi covers it right away. With Reply all (the default for tickets), it answers every message the member sends.

If the member sends several short messages in a row, Dexbi waits until they stop typing and answers them together.

2. Dexbi answersCopy Anchor Link

Dexbi replies to the member's latest message, in their language, using your documents and guidance. It can include images from your documents. Replies on the Free plan end with a small "Powered by dexbi.app" line. Paid plans don't show it.

If it doesn't have the answer, it says so. Tickets can only stay quiet instead if you switch them to Smart reply.

3. The ticket gets a name (optional)Copy Anchor Link

With Smart rename on (Basic and up), Dexbi renames the channel once the issue is clear, like ticket-3500 to billing-3500. It happens once per ticket and keeps the number.

4. A person takes over (if needed)Copy Anchor Link

If the conversation matches one of your escalation rules, Dexbi:

1. tells the member, in a sentence or two, that a teammate is taking over,
2. runs your On escalation actions: pings, the "Needs a human" card, moving the ticket,
3. goes quiet in that ticket, unless After escalated is set to Keep replying normally.

While it's quiet, anyone can still ping Dexbi or reply to it to get an answer. Dexbi won't close an escalated ticket on its own.

The "Needs a human" card shows the customer, when the ticket was opened and escalated, and a short summary of the issue for your staff: what they need, what was tried and where it stands. When it's posted in a staff channel, it also shows the rule that matched and an Open ticket button.

5. The ticket closesCopy Anchor Link

With Smart close on, a ticket closes when:

• the member says they're done. When they say something like "thanks, that's all", Dexbi first checks if there's anything else. If they confirm, it closes the ticket with a short sign-off. If they say "close it", it closes right away.
• the member goes quiet. Dexbi checks in halfway through the Auto-close in time, and again 15 minutes before the end. If there's still no reply, the ticket closes without a goodbye.
• the member asks for more time. Dexbi says that's fine and adds the Time extension to the wait.

Then your On close actions run: move, rename, pings, removing access, or deleting the channel.

6. The transcriptCopy Anchor Link

With Transcripts on:

• A copy of the ticket is posted to your Save to channel, with a View transcript button and the page attached.
• The member gets a DM: "Your ticket has been closed" with a link to read it back.
• Then a second DM asks "How did we do?" with 1 to 5 stars and Resolved / Not resolved buttons, plus an optional comment.

Transcript links look like https://transcripts.dexbi.app/… and keep working after the channel is deleted.

Your team in a ticketCopy Anchor Link

• With Reply all, Dexbi keeps answering the member even when staff talk in the ticket.
• With Smart reply, Dexbi stays out of the ticket for 10 minutes after a teammate posts. A ping brings it back.
• /dexbi resume makes Dexbi answer normally again in a channel. /dexbi forget clears what it remembers there. See Slash commands.

When something failsCopy Anchor Link

If Dexbi hits an error while answering in a ticket, it adds a ⚠️ reaction to the member's message instead of leaving them with nothing. The member can send the message again.