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Fini’s native ticketing workspace brings AI and human support into the same conversation. Customers write through your Fini widget or native email address. Your team works from Tickets, with assignment, group queues, priorities, replies, internal notes, and saved replies. Native ticketing must be enabled for your workspace. A ticket is the working view of a Fini conversation, not a separate copy of its messages.

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Which conversations become tickets?

New widget and native email conversations receive ticket numbers automatically when native ticketing is enabled. Ticket numbers are allocated when first needed, so gaps in the sequence are normal. They can remain with Fini until a human is needed: creating a ticket does not itself assign a teammate or pause automated replies. Conversations synced from external helpdesks remain in their source helpdesk. Connecting Zendesk, Intercom, or another helpdesk does not turn those conversations into native tickets.
Teammates with the Agent role use Tickets instead of Inbox in native-ticketing workspaces. Administrators retain Inbox for conversation review and AI debugging. A shared Inbox conversation link redirects an Agent-role teammate to the corresponding ticket view.

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Understand three separate states

Closing a ticket does not change its Conversation Status, remove its assignee, or hand it back to Fini. A new customer message reopens a closed ticket.

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Set up and work tickets

Set up ticketing

Prepare channels, teammates, availability, and routing. Verify the workflow with a test conversation.

Work a ticket

Find work, reply, leave notes, review customer context, and close or hand back a conversation.

Route to teams

Match escalation tags to groups and assign eligible teammates by availability and workload.

Escalation and hand-back

Compare automatic and failure escalation and manual takeover. Return an open ticket to AI safely.

Use saved replies

Create shared macros, insert customer variables, and review the draft before sending.

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Troubleshooting

Native ticketing is not enabled for this workspace. Confirm you selected the intended workspace and ask your Fini contact to check availability. A demo does not confirm that your live channels are connected.