Who resolved a ticket

Every ticket records who worked on it and who closed it. The record is the same whoever resolved the ticket: the AI, a Human Node or your team. Only the attribution differs, and your dashboards use it to split every number.

The three attributions

• The AI alone. The AI resolved the ticket with no human involved. These are the tickets that count against your AI resolution allowance.
• The AI and a Human Node. The AI prepared the case and a Human Node closed it. The record names the Human Node.
• Your team. Your team closed the ticket, in your own helpdesk.

Your team has two meanings

A ticket attributed to your team can come from two paths, and the record keeps them apart:

• Escalated to your team. The ticket reached Razviel, was worked on, and was sent to your helpdesk for your team to decide.
• Resolved by your team on its own. The ticket never reached Razviel, because you did not route it or because your AI resolutions for the month were used up. Your team resolved it in Gorgias, and Razviel captured and classified it afterward, with the name of your agent when your helpdesk provides it.

The escalation rate counts only the first path. A ticket your team handled without Razviel is never counted as an escalation.

Path and resolver

Two separate fields answer two separate questions:

• The path lists everyone who worked on the ticket, in order: the AI, a Human Node, your team.
• The resolver is the one who closed it. It is set only when the ticket is closed, and it is always someone on the path.

A ticket that went from the AI to a Human Node and then to your team is attributed to your team, and the Human Node still appears on the path. In a ticket list, these are the Path and Resolved By columns.

The AI agent who answered

Each brand has six AI agents, one per shift. When the AI worked on a ticket, the record keeps which agent it was, including when the ticket was later escalated. The ticket shows it as AI · followed by the agent's name.

When a customer asks for a person

A customer can ask to speak with a person. The AI first collects the full context, and if the customer still wants a person, the case goes to a Human Node. The record keeps the reason, and the ticket is not counted as a case the AI failed to resolve.