Agent to Agent Workflows

Ticket-free Resolution

Most support requests never needed a ticket. Ascendo treats every contact as an interaction, resolves what it can with cited answers, and creates a ticket only when a person decides one is genuinely warranted.

  • Every contact is an interaction, not a ticket
  • Answers carry references to the real source
  • Handoff to a human is always one click

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The ticket is the unit of work, whether it needs to be or not

Every contact becomes a ticket: queued, assigned, tracked against an SLA, reported on. Including the large share that were questions with an answer that already existed. The ticket system is both the bottleneck and the reporting system, which is why nobody questions it.

This tour proposes a different default. Everything is an interaction. It becomes a ticket only when a human decides it must be one.

Five support contacts, three of which already had an answer, all funnelling into a single ticket record that is then queued, assigned, tracked against an SLA and reported on.
Five contacts, one funnel. Three already had an answer, and all five got the same queue, the same SLA clock and the same report.

Where the support actually happens

Widget, Slack, inbox, and the handoff to a person.

  1. Step 1

    The chat widget

    Answers directly, with a references block linking to the real source and suggested follow-ups.

  2. Step 2

    Slack

    A colleague asks in-channel and the app replies, visible only to them. No portal, no context switch.

  3. Step 3

    The agent inbox

    It arrives with a subject, status, scored sentiment and an owner. Create Ticket is a button, present but optional.

  4. Step 4

    The escape hatch

    Connecting to an expert collects an email, assigns a named agent and hands over in the same thread.

The four surfaces in the tour: a chat widget answering with references, a Slack reply visible only to the asker, the agent inbox showing scored interactions, and the choice between a ticket and an expert.
Four surfaces, one record behind all of them. Note the last panel: creating a ticket and reaching a person are separate choices.

The idea the whole tour rests on

One data-model decision, and two consequences of it.

A ticket becomes an artifact of escalation

Everything starts as an interaction with its own identifier, promoted to a ticket only when a person judges it needs to be one. The rest follows from that one decision.

Answers cite their source

The widget points at the page the answer came from. Being able to check it is what makes a deflected contact safe to deflect.

Sentiment is scored on arrival

Each interaction carries a scored sentiment alongside its status and owner — one of the signals the Escalation Agent reads to spot an account in trouble.

The Ascendo Smart Inbox listing interactions with their own identifiers, status, scored sentiment and assigned Dedicated Hero, with Create Ticket shown as an optional button.
Four contacts, four identifiers, four owners — and one optional button. The record exists either way; only its type is a decision.

Why the usual approaches fall short

Most change the front door without changing the building.

A deflection chatbot on the portal

Answers arrive without sources, and the path usually dead-ends in a ticket form anyway.

A better knowledge base and search

Helps agents work faster, and does nothing to the intake model. Every contact still becomes a ticket.

An AI add-on to your existing ticketing tool

Ticket-first by architecture. Every contact still creates a record first and gets triaged second.

A shared Slack channel staffed by humans

Works socially, scales badly, and the knowledge in the thread is unfindable an hour later.

Four ticket-first approaches — a deflection chatbot, a better knowledge base, an AI add-on and a staffed Slack channel — beside the interaction-first model where a ticket is created on request.
The difference is architectural rather than conversational. One creates a record and then triages it; the other tracks the contact and promotes it on request.

What things are called

The vocabulary on screen is deliberate, and it is worth reading closely.

Interaction
The unit of work, carrying its own identifier. It replaces the ticket as the default record.
Dedicated Hero
The human agent assigned to an interaction.
Sentiment
Automatically scored per interaction, and a signal the Escalation Agent consumes.
Connect to an expert
The human handoff path, deliberately distinct from creating a ticket.
Get suggestions
The related-question chips offered in the widget.
Smart Inbox
The omni-channel intake layer where interactions arrive.

Frequently Asked Questions

Interactions are still tracked records, with an identifier, status, owner, sentiment and timestamps, and tickets are still created when they are needed. What changes is when a ticket is created, not whether the work is recorded. Nothing becomes invisible.

Where this fits

Agent Swarming tour

What happens after the handoff: pulling an expert onto the case instead of escalating a tier.

Smart Inbox

The intake layer where interactions arrive from every channel and get prioritised.

Escalation Agent

What consumes the sentiment score: spotting an account heading for trouble before it complains.

More Agent to Agent Workflows tours

All tours

Ticket-Free Resolution

How many of your tickets needed to be tickets?

Take last month’s volume and estimate what share were questions with an answer that already existed. That number is the conversation worth having.

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