Support tickets

Every chat with Avaloi has exactly one ticket, from your first message. The ticket keeps the whole conversation, who owns it, and how it ended.

The ticket number

Each ticket has a number such as AV-1042. It shows at the top of the chat and on the Support page. Quote it when you write again about the same problem.

Statuses

Status	What it means	Who acts next
Open	Ava is helping, or the ticket was just created.	Ava
Waiting for you	The team replied and needs something from you.	You
With the team	You wrote and a person from Avaloi has not answered yet. The team is online 9am to 5pm Eastern, and we reply to every ticket.	Avaloi
Resolved	We think it is fixed. Reply to reopen it.	Nobody
Closed	Finished. You can read it but not write in it.	Nobody

When you write on a resolved ticket, it moves back to With the team. When a person from Avaloi replies, it moves to Waiting for you.

Priority and category

We set a priority from how serious your message sounds and what your plan includes. An outage or a security worry gets a faster first reply. Staff can change the priority. The category (technical, billing, security, or sales) decides which team sees the ticket first. See severity levels for the reply targets.

Your tickets

Open Support in the side navigation. You see the tickets of your whole company, newest first. Open one to read the chat and reply. A ticket that has new replies shows a count. A bell notice and an email also tell you about replies when you are away from the chat. Change this under Settings, Notification settings by choosing the Support category.

Tickets from the API and from an AI agent

You can read and write tickets without the dashboard. An API key with the support:read scope lists and reads your company's tickets, and a key with support:write opens a ticket or replies on one. The key acts as the person who made it, so staff see the message as theirs, and the same limits apply as in the chat: Ava answers first, and a person from Avaloi takes over when needed.

• GET /v1/support-tickets lists the tickets. Filter with status, or use active for tickets that are not resolved or closed.
• GET /v1/support-tickets/{id} reads one ticket and its messages. Private staff notes never appear.
• POST /v1/support-tickets opens a ticket from a message, with an optional subject and site_id.
• POST /v1/support-tickets/{id}/messages replies. A closed ticket refuses new messages.

The same four actions are MCP tools on the hosted server: list_support_tickets, get_support_ticket, create_support_ticket, and reply_to_support_ticket. Connect an app, tick See your support tickets and Write to Avaloi support on the consent screen, and the app can follow a ticket for you. Tell the app what to send. Never let it put a password or an API key in a ticket.

Files and email

Add screenshots, logs, PDF files, and ZIP files to a ticket, and answer a ticket by replying to our email. See Attach files and reply by email. The API and the MCP tools take the same attachment_ids after an upload to /v1/support/conversations/{id}/attachments, and staff download files from /v1/support/inbox/{id}/attachments/{attachment_id}.

Rating

After a ticket is resolved or closed, you can rate it from one to five and leave a note. A rating helps us see where we need to improve.

For Avaloi staff: the support inbox

Staff open Support inbox in the side navigation. It lists tickets with filters for status, priority, assignee, category, and company, and a search box that finds a subject, an email address, or a ticket number.

Open a ticket to see the chat, the customer's company, plan, sites, recent jobs, and other tickets. From there staff can:

• Reply to the customer, or add a private note that only staff read.
• Insert a canned reply from the macro library. Slots such as the customer's name fill in on their own. A reply with an unfilled slot cannot be sent.
• Assign the ticket, change the status, priority, or category, add tags, and link a site of the customer's company.
• Merge a duplicate into another ticket of the same company.
• Resolve or reopen the ticket.

Keyboard shortcuts: J and K move through the list, R jumps to the reply box, N to a private note, and Ctrl+Enter sends. The inbox works on a phone, one pane at a time.

Every change is written to the ticket timeline and to the company's activity log.

Staff can also work the inbox from an AI agent. A staff API key (the fleet scope nodes:write, which only a staff member can make) lists the inbox, reads a ticket, replies, and adds private notes through /v1/staff/support/inbox and the MCP tools staff_list_support_inbox, staff_get_support_ticket, staff_reply_support_ticket, and staff_add_support_note. A reply to a customer asks for confirmation first. A customer key never works on these routes.

Related articles

• Get help from Avaloi support
• Chat with Ava
• Attach files and reply by email
• Severity levels