Support Tickets
Turn community messages into trackable support tickets automatically with AI detection.
The Problem
In busy communities, support requests get lost in the noise:
- "Help, my account is broken!"
- "Urgent - can someone assist?"
- "This feature isn't working..."
Sovereign's AI catches these and creates tickets.
How It Works
The AI analyzes each message for:
- Support patterns: "help", "issue", "problem", "bug", "error"
- Urgency signals: "urgent", "asap", "emergency", "critical"
- Negative sentiment: Complaints, frustration
When triggered:
- A ticket is created automatically
- Admin receives an alert
- Webhooks are dispatched (if configured)
Managing Tickets
Go to Dashboard → Support to view all tickets.
Filters
- Open - Tickets needing attention
- All - Everything
- Resolved - Closed tickets
Ticket Status
| Status | Meaning |
|---|---|
| OPEN | New, needs attention |
| IN_PROGRESS | Being worked on |
| WAITING | Waiting on user response |
| RESOLVED | Issue fixed |
| CLOSED | Archived |
Priority Levels
| Priority | Trigger |
|---|---|
| CRITICAL | Urgency keywords + negative sentiment |
| HIGH | Very negative sentiment (<-0.5) |
| MEDIUM | Standard support request |
| LOW | Minor questions |
Workflow
- New ticket appears → Review in dashboard
- Click "Start Working" → Status changes to IN_PROGRESS
- Respond in community → Reply to the original message
- Mark as Resolved → Closes the ticket
External Integration
Push tickets to external systems via webhooks:
- Connect to Zendesk - Create tickets automatically
- Connect to Jira - Track as issues
- Connect to Intercom - Sync conversations
Configure in Settings → Integrations with event: support.detected
Metrics
Track your support performance:
- Open tickets count
- Average resolution time
- Priority distribution