The ticket lifecycle
1
Triage and enrich
Forge can classify, prioritize, enrich, resolve account and contact context, improve titles, and filter noise according to your organization’s configuration.
2
Understand the ticket
Open the ticket workspace to review the Overview, Activity, Events, Files, and available connected context.
3
Build an Action Plan
Forge organizes the investigation and next steps into a structured plan. Review it before acting.
4
Work or delegate
An engineer can use Chat and the plan, or AI Engineer can claim eligible work and follow the configured runbook and controls.
5
Communicate and close out
Record the result, update the customer, post required notes, and move the source ticket to the correct PSA state.
6
Improve the system
Review run outcomes, Insights, and recurring blockers. Turn repeatable success into better runbooks or skills.
Main helpdesk surfaces
My Tickets
Focus on the tickets assigned to you and move through daily work.
Ticket workspace
Review the Action Plan, Chat, Activity, Events, Files, and Overview.
Runbooks
Encode organization- and account-specific service procedures.
AI Engineer
Review, approve, monitor, and hand off background ticket work.
Schedule, Dispatch, Calls, and some automation paths appear only when enabled for your organization. The PSA remains authoritative for ticket status, queue or board, assignment, time, and billing.