Your First Ticket

After connecting your email, it's time to see Keva handle a real ticket. This guide walks you through sending a test and understanding what happens.

Send a Test Ticket

The easiest way to test is to send an email to your connected support address from a different email account.

Sample Test Email

To: support@yourcompany.com Subject: Test - How do I reset my password?

Body:

Hi there,
 
I forgot my password and can't log in. Can you help me reset it?
 
Thanks,
Test Customer

Watch Keva Work

1. Ticket Appears

Within 30-60 seconds, the ticket appears in your Keva inbox at Tickets.

You'll see:

• Customer email and name
• Subject line
• Initial message
• Auto-assigned priority

2. AI Analysis

Keva automatically:

• Categorizes the ticket (e.g., "Account Access")
• Assigns a priority based on content
• Checks for relevant knowledge base articles
• Looks up customer history (if any)

3. Response Generation

Based on your autonomy level:

Understanding the Activity Timeline

Every ticket has an activity timeline showing exactly what happened:

What to Check

After your test, verify:

• Ticket appeared in the inbox
• AI generated a reasonable response
• Response matches your brand/tone
• Test reply was sent (or queued for approval)
• Activity timeline is accurate

Adjusting AI Behavior

If the response wasn't quite right:

1. Tone issues: Adjust in Settings → AI → System Prompt
2. Wrong information: Add knowledge base articles
3. Too aggressive: Lower autonomy level
4. Too conservative: Raise autonomy level

Next Steps

Now that you've seen Keva work:

• Connect your platform tools
• Set up trust controls
• Customize the AI persona
• Add team members