Robin's ticketing settings control how end users can open tickets in the Customer portal, and whether Robin handles tickets that arrive by email. Use them to decide whether every request goes through Robin first, or whether end users and email senders can still reach technicians directly.
Robin's ticketing settings control how end users can open tickets in the Service portal, and whether Robin handles tickets that arrive by email. Use them to decide whether every request goes through Robin first, or whether end users and email senders can still reach technicians directly.
Where to find the ticketing settings
Go to AI Center > Settings > Configuration, then scroll to the Ticketing section.
Ticketing settings apply per customer. Use the Manage settings for dropdown at the top of the page to choose the customer you want to configure.
Ticketing settings apply per site. Use the Manage settings for dropdown at the top of the page to choose the site you want to configure.
Create tickets via Robin only
When Create tickets via Robin only is on, the New ticket button is hidden in the Customer portal. End users can only open a ticket by chatting with Robin, so every portal request starts with Robin and fewer tickets reach your technicians.
When Create tickets via Robin only is on, the New ticket button is hidden in the Service portal. End users can only open a ticket by chatting with Robin, so every portal request starts with Robin and fewer tickets reach your technicians.
When this setting is off, end users have two options: they can create a ticket manually with the New ticket button, or chat with Robin. Manually created tickets go straight to your technician queue.
When a Robin chat becomes a ticket
A Robin chat in the Customer portal becomes a ticket only if Robin escalates it to a technician. Chats that Robin resolves on its own don't create a ticket, so your queue shows only the requests that needed a technician.
A Robin chat in the Service portal becomes a ticket only if Robin escalates it to a technician. Chats that Robin resolves on its own don't create a ticket, so your queue shows only the requests that needed a technician.
Assign Robin to tickets created via email
When Assign Robin to tickets created via email is on, Robin is automatically assigned to tickets created through your email-to-ticket setup. Robin replies by email, and the conversation works like an ongoing ticket. The full email thread is saved in the ticket, so a technician has the complete history if the ticket is escalated.
When this setting is off, tickets created by email go straight to your technician queue without Robin.
Tip: To keep specific mailboxes or senders away from Robin while this setting is on, add them under AI Center > Settings > Excluded addresses. For details, see AI Center: Settings.
How the two ticketing settings work together
Create tickets via Robin only applies to the portal, and Assign Robin to tickets created via email applies to email. Together, they decide which requests reach Robin first.
| Create tickets via Robin only | Assign Robin to tickets created via email | What happens |
|---|---|---|
| Off | Off | End users can create tickets in the portal manually or chat with Robin. Email tickets go straight to technicians. |
| Off | On | End users can create tickets in the portal manually or chat with Robin. Robin handles email tickets first. |
| On | Off | All portal requests start with Robin. Email tickets go straight to technicians. |
| On | On | All portal and email requests start with Robin. Technicians receive only what Robin escalates. |
Note: These settings don't affect requests made through Slack, Teams, or the Robin web widget. Those channels are set up under Communication apps on the same page.
