Ticket Structure

The left area shows the actual customer concern and all information relevant for understanding the ticket’s content.AI-supported Classification
Directly in the context of the request, an automatically generated summary is displayed. In addition to this, the AI assesses the customer’s mood, visualized via an emoji, to enable a quick evaluation.Hints in the Processing Context
Situation-dependent hints or system-side information are displayed as banners, for example in case of special anomalies or dependencies in the ticket.

Basic Ticket Information
The most important metadata are clearly displayed below the content, including the subject, sender, recipient, and send date.Interaction with the Customer Request
The upper area provides the traditional processing functions, for example:

Reply
Forward
Take internal notes directly on the ticket

The middle area supports the active processing of the ticket and combines AI agents, templates, and knowledge sources.AI Agent
Topics and tags define the technical classification of the ticket and influence further distribution in the Autopilot.If a concern can be handled by an AI agent, it is shown directly below the topics and can be applied immediately.
If the suggested AI agents are deemed unsuitable, they can be removed via “Request incorrectly recognized?”.Not every concern is suitable for complete automation. In these cases, an AI-generated response proposal is offered, which can be transferred to the response field by a click and manually supplemented.Catalog
If configured, text templates (Templates) are available in the catalog. Navigation is done via the stored structure or through the search field.

Searching for a suitable template often takes longer than formulating a short bullet point response and having it elaborated by the AI text assistant.

Wiki
The Wiki area provides direct access to instructions and background information. Navigation is either via the structure or through the search field.For specific questions, Neo automatically compiles the relevant contents from matching articles. This saves time and provides a quick, clear answer without needing to read each individual article.

The right area bundles context-related information about the ticket and the customer. The sidebar can be completely unfolded or specifically targeted via the icons.Ticket Details
Here you can find all information about the current ticket, including:

Status and Deadline
The status describes the processing state of a ticket: “open”, “waiting”, or “closed”, with “waiting” always being temporary and tied to a due date. The deadline determines when a ticket should be processed and thus controls the further editing flow. When a ticket is created, the status is initially “open”. The deadline is automatically set based on the respective tag configuration.
If the status of a ticket is manually set to “waiting”, the specification of a deadline is required.After this date expires, the status automatically changes back to “open” and the ticket is again offered for editing.
In this way, status and deadline interlock and ensure that waiting tickets return to the editing process in a controlled manner.
Agent
If tickets are assigned to a specific agent, they are exclusively offered to this agent in the Autopilot.
An exception is made for prolonged absence.
Further Details
ID, priority and – optional – the activity log

Customer Data
This section displays the most important master data of linked customers. The displayed information can be individually expanded, for example:

Contract and customer number
Tariff, monthly discount and consumption
Possible credit balance or outstanding amounts
Delivery address, email and delivery status

History
The history lists all other tickets of the customer including the status, receipt date and topic.
Depending on the configuration, relevant system events are additionally displayed, such as tariff changes or price modifications.If no customer is linked with the ticket, all available tickets related to the sender’s address are listed.

Fundamentals

Tickets

Work Resources

Routing & Tags

Teams & Roles

System Integration

AI Agents & Automation

Reports & Analytics