Ticket Management

A ticket passes through five states: New → Open → Pending → Resolved → Closed. New tickets have not been touched by an agent. Open tickets are actively being worked on. Pending tickets await a player reply.

Resolved tickets can be reopened automatically if the player responds within a configurable reopen window (default: 7 days). After the window passes, the ticket transitions to Closed and creates a new ticket on next player contact.

Closed tickets are read-only but remain fully searchable and exportable. Retention policy is configurable per workspace under Settings → General → Data Retention.

Tickets are created automatically from connected channels. You can also create them manually via New Ticket in the top navigation. Manual tickets require a channel assignment and at least one contact (player email or Discord ID).

When creating a ticket, you can set Priority (Critical / High / Normal / Low), assign an agent, add tags, and link a related ticket. The Subject line is indexed by the search engine and appears in all list views.

Ticket templates allow you to pre-fill subject, body, tags, and priority for common request types (e.g. "Account Ban Appeal", "Missing In-Game Purchase"). Manage templates under Settings → Ticket Templates.

The Inbox supports saved views — named, filterable lists of tickets that persist across sessions. Create a view by applying filters (status, priority, tag, agent, channel) and clicking Save View.

Views can be private (visible only to you) or shared (visible to all agents in the workspace). Managers can pin shared views to the sidebar for the whole team.

Advanced filters support AND / OR logic, date ranges, and custom field values. Filter conditions are combined using the query builder — no knowledge of query syntax is required.

Each ticket displays real-time SLA countdowns for First Response and Resolution targets. Timers pause during out-of-business-hours periods if your SLA policy uses a business hours calendar.

When a ticket breaches SLA, it is flagged with a red indicator. Breached tickets are surfaced in the SLA Breaches view and trigger any escalation automations you have configured.

You can manually pause an SLA timer (e.g. while awaiting a third-party resolution) from the ticket detail panel. Pausing requires a reason note, which is recorded in the ticket audit trail.

Escalation automations trigger when conditions are met: SLA breach, specific tag applied, VIP player flag, or sentiment score below a threshold. Escalation actions include reassign, notify Slack channel, create a Jira issue, or apply a priority upgrade.

Escalation chains can be nested — a Critical ticket that breaches first-response SLA can auto-escalate to Senior Agent, and if still unresolved after another threshold, escalate again to the on-call manager.

All escalation events are recorded in the ticket timeline. Players do not see escalation notes unless you explicitly send a reply.

Select multiple tickets in any list view using the checkboxes on the left. Bulk operations include: assign to agent, change priority, add tag, close, and export to CSV.

Bulk close is irreversible for tickets older than 90 days. Keme will prompt for confirmation and show a count before executing. Use the filter system to narrow the selection before bulk-closing.

Bulk export generates a CSV in the background. When ready, a download link appears in the Notifications panel. Exports include all standard ticket fields plus any custom fields defined for the workspace.