Tickets & Inbox
Tickets
Manage customer conversations with Keva's AI-powered ticketing system
Tickets are the core of Keva's support system. Every customer conversation becomes a ticket that Keva can help you manage, respond to, and resolve.
Overview
The ticket system provides:
- Unified inbox for all customer communications
- AI-powered responses with customizable autonomy
- Automatic categorization and priority assignment
- Full conversation history and activity tracking
- Integration with your tools via platform connectors
Ticket Lifecycle
New Email → Ticket Created → AI Analysis → Response (Draft/Auto)
↓
Customer Reply → Updated → Resolved → ClosedKey Features
Inbox
View and filter all tickets
Ticket Detail
Full conversation view and actions
Replying
Send responses to customers
Internal Notes
Team collaboration on tickets
Advanced Features
Custom Fields
Add custom metadata to tickets
Canned Responses
Save and reuse common replies
Bulk Actions
Manage multiple tickets at once
Escalation
Handle complex tickets
Ticket Statuses
| Status | Description |
|---|---|
| Open | Active ticket awaiting response |
| Pending | Waiting for customer reply |
| Escalated | Flagged for human review |
| Solved | Resolution provided |
| Closed | Conversation ended |
Quick Actions
From any ticket, you can:
- Reply - Send a response
- Add Note - Create internal note
- Assign - Assign to team member
- Escalate - Flag for human review
- Close - End the conversation