# Tickets: Opened Automatically, Routed to the Right Person — Mihu AI Contact Center · Tickets · Automation # Tickets: Opened Automatically, Routed to the Right Person A conversation ends, and your Observer agent decides what it was — a complaint, an opportunity, a loose end, matched against what you've told it to look for in Settings — opens a ticket for it, and puts it in front of whoever should see it next. Mihu AI Team September 2026 5 min read app.mihu.ai/tickets Tickets (5) Requests opened from conversations by your Observer agent, or by your team. List Kanban OPEN 2 #7 Normal AI · 84% Customer interested in financing a 2026 XC90 ● Opportunity Unassigned 7h ago #6 Normal AI · 93% Customer requesting trade-in value for a 2019 sedan ● Missing Info Unassigned 13h ago IN PROGRESS 2 #5 High AI · 91% Financing pre-approved by AI — awaiting finance manager credit sign-off ● Opportunity Finance Manager 2h ago #4 Normal Manual Customer unhappy — loaner car not ready at pickup ● Complaint Demo Account 23h ago WAITING 1 #8 Normal AI · 86% Customer comparing lease vs. finance before deciding ● Opportunity Unassigned 7h ago RESOLVED 0 No tickets here CLOSED 0 No tickets here Every ticket carries its priority, an AI confidence score, a tag — Opportunity, Complaint, Missing Information — and who, if anyone, is holding it. A conversation ends, and then what? Somebody has to notice the customer was angry about a duplicate charge. Somebody has to notice the other one was asking pricing questions like they were ready to buy. Most of the time nobody does, until the customer calls back even angrier, or the deal has gone quiet and cold. The work wasn't the conversation — it was everything that was supposed to happen after it, and usually didn't. That's what Tickets is for. The moment a call, chat, or message thread ends, a dedicated Observer agent looks at what actually happened and decides whether it needs following up — against what you've told it, in plain language in Settings, to treat as a complaint or an opportunity for your business. If it does, a ticket opens by itself — tagged, prioritized, and routed to the right queue or person — before anyone had to ask who's handling this. ## What happens the moment a conversation ends Not every conversation needs a ticket. A question that got answered and closed doesn't need one. But a complaint, a sales opportunity, or a request that was left half-finished does — and what counts as which isn't something your Observer agent assumes. In Settings, you tell it in plain language what you want treated as a complaint or an opportunity, and it reads every conversation against that, deciding: Whether this needs a ticket at all, or whether it was already resolved What kind it is — a complaint, a sales opportunity, missing information, or something else How urgent it is — Normal or High priority How confident it is in that read, shown right on the card as an AI confidence score A ticket opened this way carries its own title summarizing what happened, so nobody has to open the transcript just to know what they're looking at. ## Auto-classified, auto-routed, before anyone asks A ticket doesn't land in a pile for someone to sort through later. It's routed the moment it's created — to the same queue or team member the conversation itself would have reached, following the same routing rules already set up for calls and messages. If nobody specific fits, it lands unassigned in the right queue, ready for whoever's free to pick up. The ticket already knows where it belongs. Nobody has to triage it first. Use case. A customer calls in furious about a duplicate charge. The AI agent handles what it can and hands the rest to a team member on the line. The call ends, and a High-priority ticket, tagged Complaint, is already sitting in the Billing queue — the transcript one click away, nothing to re-explain. Use case. A prospect asks pricing questions on WhatsApp, then goes quiet. The conversation ends, and an Opportunity ticket appears in Sales — unassigned, waiting for whoever's free to follow up, instead of quietly going cold in somebody's inbox. ## One board, from open to closed Every ticket moves through the same five stages, whether it opened itself or someone opened it by hand: Open — just created, waiting to be picked up In Progress — someone's on it Waiting on Customer — the ball is in the customer's court Resolved — done, kept for the record Closed — finished and filed Drag a card between columns in the Kanban view, or work straight down a List — Tickets is the same data either way, and switching between them doesn't lose your filters. ### 🎯 Auto-classified Complaint or opportunity, decided by your Observer agent from what was actually said, matched against what you've told it to look for in Settings — not a guess from a keyword. ### 🧭 Auto-routed Sent to the same queues and people who already handle that customer, using the routing rules you've already set. ### 🧵 Linked to the conversation Every ticket opens straight back to the original call or thread — the full context is one click away, not a search. ### 🗂️ Fully integrated with LOOP Tickets, conversations, and the customer record all live on the same desk — nothing to reconcile between separate tools. ## Finding the ticket you need Filter by priority, assignee, tag, or source, sort by whatever changed last, or just search by keyword — the same board works whether you're triaging five tickets or five hundred. ## Frequently asked questions Does every conversation open a ticket? No. A ticket only opens when a conversation ends with something that needs following up. In Settings, you tell your Observer agent in plain language what should count as a complaint or an opportunity for your business, and it applies that to every conversation. A question that was answered and closed doesn't need one. Can I open a ticket myself? Yes. Automatic tickets sit next to manually created ones on the same board, and a manually opened ticket is simply tagged Manual instead of carrying an AI confidence score. How does a ticket get assigned? It follows the same routing rules already set up for calls and messages, landing in the queue or with the team member the conversation itself would have reached. If nobody specific fits, it lands unassigned in the right queue. Can I see all tickets in a list instead of a board? Yes. Tickets has a List view and a Kanban view of the same data, and you can switch between them at any time. Can I filter or search tickets? Yes. Tickets can be filtered by priority, assignee, tag, and source, sorted by when they last changed, and searched by keyword. ## See every follow-up in one place No more conversations that end and quietly disappear. Tickets keeps every complaint and every opportunity in view, routed to the right person from the moment it's created. Try Tickets in LOOP → (https://app.mihu.ai/register) Contact Center Tickets Automation Queues LOOP Customer Support ## Keep exploring More ways to run your contact center with Mihu AI 📋 Contact Center #### LOOP: The Contact Center Where AI Agents Are Colleagues Sep 2, 2026 (https://mihu.ai/blog/launch-week-day-3-02-09-2026) 🔗 Team & Routing #### Team, Roles, Logs, Queues, and Smart Routing Sep 1, 2026 (https://mihu.ai/blog/launch-week-day-2-01-09-2026) 📱 Integrations #### Mihu AI Is Now on Zoho Marketplace Jul 22, 2026 (https://mihu.ai/blog/mihu-ai-zoho-marketplace)