> ## Documentation Index
> Fetch the complete documentation index at: https://docs.usefini.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticketing overview

> Handle native widget and email support in Fini, from AI replies to human ownership and closure.

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.

## 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.

> [!NOTE]
>
> 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.

## Understand three separate states

| State | What it tells you | How to use it |
| - | - | - |
| **Open** or **Closed** | Whether the ticket is in the working queue | Use **Close ticket** or **Reopen**. |
| **Conversation Status** | Fini's classification, such as Waiting for Customer or Escalated to Human Agent | Read the status badge. It is not editable in the ticket Details panel. |
| Conversation ownership | Whether Fini or a human is handling replies | Read the header pill: **Fini is handling this conversation** or **You're driving — Fini is paused**. Taking ownership pauses Fini; **Hand back to Fini** resumes it for the next customer message. |

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.

## Set up and work tickets

> **[Set up ticketing](https://docs.usefini.com/en/ticketing/get-started.md)**
>
> Prepare channels, teammates, availability, and routing. Verify the workflow with a test conversation.

> **[Work a ticket](https://docs.usefini.com/en/ticketing/working-tickets.md)**
>
> Find work, reply, leave notes, review customer context, and close or hand back a conversation.

> **[Route to teams](https://docs.usefini.com/en/ticketing/agent-groups.md)**
>
> Match escalation tags to groups and assign eligible teammates by availability and workload.

> **[Escalation and hand-back](https://docs.usefini.com/en/ticketing/escalation-and-handoff.md)**
>
> Compare automatic and failure escalation and manual takeover. Return an open ticket to AI safely.

> **[Use saved replies](https://docs.usefini.com/en/ticketing/macros.md)**
>
> Create shared macros, insert customer variables, and review the draft before sending.

## Troubleshooting

> **Tickets shows a demo instead of my queue**
>
> 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.


## Related topics

- [Overview](https://docs.usefini.com/en/api-reference/conversations.md)
- [Set up ticketing](https://docs.usefini.com/en/ticketing/get-started.md)


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