> ## 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. # Work a ticket > Find assigned work, reply to customers, leave internal notes, and manage human or AI ownership. Open **Tickets** and select the AI agent whose conversations you want to work on. The queue starts on **Open** and lists native widget and email tickets by recent activity. ## Find work Use **My tickets** for tickets assigned to you or **My groups** for your teams' queues. These shortcuts exclude the Resolved Conversation Status. The **Open** and **Closed** tabs control queue state separately. Narrow the queue by assignee, **Group**, **Priority**, conversation status, and date range. Choose **Unassigned** in the assignee filter to find tickets without a human owner. **No group** finds tickets without a group. Use **Views** to save filters you reuse; saved views do not save the date range. **Needs reply** and a bold subject identify an open, human-owned conversation whose latest customer-facing message is not a human reply. Fini's escalation message can leave this badge visible. An internal note does not clear it. The newest queue page refreshes in the background while the tab is visible and rechecks when you return to the tab. Older pages do not poll automatically. Return to the newest page or use **Refresh** to check for new activity. ## Read the ticket view The **header** identifies the ticket and provides **Close ticket**, **Hand back to Fini** when eligible, and **Details**. The ownership pill says **Fini is handling this conversation** or **You're driving — Fini is paused**; read it separately from the Conversation Status badge. Open **Details** to review the group, assignee, priority, subject, and status. **Memories** contains stored customer summaries, while **Related tickets** links to other conversations matched by the customer's email, like Memories. **Metadata** shows the identity information the channel passed to Fini. Anonymous sessions can show an empty object (`{}`). On each Fini message, open **Steps** to see the full **AI Steps** trail of how the answer was produced. Use **Improve** to send feedback that drafts a prompt, article, or rule fix for review. Nothing goes live from feedback without approval. See [Refine with AI](https://docs.usefini.com/en/testing/fix-with-ai.md) for the review workflow. ## Take ownership and reply **1. Open the ticket and review context** Read the conversation and ownership indicator. Open **Details** for the group, assignee, priority, customer memories, and related tickets. **2. Assign the work** Choose a teammate in **Assignee**, or choose a **Group** to route to its next eligible member. Manual assignment to a teammate is allowed even if they are unavailable or over capacity. Assigning a teammate or manually routing to a group pauses Fini, including when no group member is eligible. **3. Write a customer reply** Select **Reply**, write the message, and click the send arrow (**Send reply**). You can also use Command+Enter or Ctrl+Enter. Sending a reply takes ownership for the teammate who sends it, including when someone else was assigned, and pauses Fini. Replies go to the customer in the original native channel. Human replies to email tickets arrive threaded on the original message. Agents are notified when a customer replies on a ticket they are not currently viewing. The thread refreshes automatically as new messages arrive. > [!WARNING] > > Choosing **Unassigned** does not resume Fini. The ticket remains in human handling. Use **Hand back to Fini** when you want automated replies to resume. ## Leave an internal note Select **Internal note**, write the context for teammates, and click the send arrow (**Add note**). Notes are not visible to the customer. A note does not clear **Needs reply**, count as the human reply required for hand-back, or reopen a closed ticket. Use [Macros](https://docs.usefini.com/en/ticketing/macros.md) to insert reusable text into either mode. Inserting a macro does not send anything or switch the mode. ## Update ticket details In **Details**, choose **Low**, **Normal**, **High**, or **Urgent** under **Priority**, or **None** to clear it. Edit **Subject** and press Enter or move focus away to save; Escape cancels the edit. **Status** is a read-only Conversation Status badge. It is separate from the ticket's **Open** or **Closed** queue state. Use the close and reopen controls to manage queue state, not the status badge. ## Review customer context **Memories** shows up to 10 stored conversation summaries for the same customer and AI agent, newest first. It starts with three entries; use **Show** with the remaining count and **Show fewer** to expand or collapse. **View** opens another source conversation; a summary from the current ticket is marked **This conversation**. The customer is matched using the conversation's end-user email. An empty card can mean no email is available or no matching memories have been stored. These stored summaries differ from [Relevant Memories](https://docs.usefini.com/en/testing/inbox.md#relevant-memories), which shows the memories selected for a particular AI reply. **Related tickets** matches other conversations using the customer's email, like **Memories**. Read this context before asking the customer to repeat information. ## Hand back to Fini For the complete decision flow, eligibility checks, before-and-after state, and troubleshooting, see [Escalation and hand-back](https://docs.usefini.com/en/ticketing/escalation-and-handoff.md#hand-back-to-fini). After sending a customer-visible reply, click **Hand back to Fini** in the ticket header. Fini can then answer the customer's next message in the same conversation. Hand-back does not send a message, close the ticket, or remove its assignee. The control is available for an open ticket with an active native human-agent session. A human reply must be the latest customer-facing turn. If the customer has written again, reply first: handing back does not make Fini answer an earlier unanswered message. Internal notes do not satisfy this condition. Hand-back releases the human status lock. **Escalated to Human Agent** returns to **Waiting for Customer**; another status deliberately set by a teammate is preserved. For a closed ticket, click **Reopen** first. ## Close and reopen Click **Close ticket** when the ticket should leave the working queue. It moves to **Closed** and no longer counts toward open-ticket workload or **Least loaded** routing capacity. Closing preserves the conversation, assignee, and Conversation Status. It does not resume AI replies on a human-owned conversation. Click **Reopen** to bring it back. A new customer message or a human customer-visible reply also reopens a closed ticket; an internal note does not. If the assignee is unavailable when the customer returns, [group reassignment rules](https://docs.usefini.com/en/ticketing/agent-groups.md) still apply. ## Troubleshooting > **Memories and Related tickets are empty** > > Check whether **Metadata** includes the customer's email. Both cards match on that email; anonymous sessions may have no identity to match. Memories can also be empty when no summaries have been stored, and Related tickets when there are no other matching conversations. > **Hand back to Fini is unavailable** > > Confirm the ticket is open and in a native human-agent session. Send a customer-visible reply to the latest customer message first. Internal notes do not meet the hand-back conditions. > **A closed ticket returned to Open** > > A new customer message or a human reply reopens it automatically. Closing is not a permanent lock on the conversation. > **My tickets or My groups hides a ticket** > > Check the selected AI agent, date range, queue state, and active filters. These shortcuts exclude Resolved status; clear the shortcut and status filter to broaden the search. > **Fini is still paused after I removed the assignee** > > Unassigning does not release human ownership. Reply to any unanswered customer message, then use **Hand back to Fini**. ## Related topics - [Ticketing overview](https://docs.usefini.com/en/ticketing/overview.md) - [Set up ticketing](https://docs.usefini.com/en/ticketing/get-started.md) - [Inbox](https://docs.usefini.com/en/testing/inbox.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.