Tickets & workflow

/ Ticket fields and assignee routing in the OSS Desk Center.

Ticket card

Each ticket shows title, urgency, tags, status, assignee, and the summary your agent supplied on handoff.

Safety concern — stranded guest

critical

Guest reports locked out after late check-in. Needs human follow-up tonight.

safetyhospitalityescalation

OpenAssigned to Alex M.

Field	Source
Title	Generated from conversation topic
Status	OPEN → IN_PROGRESS → RESOLVED → CLOSED
Urgency	Your handoff payload
Tags	Your handoff payload
Assignee	Default per agent or manual in Desk
Transcript	Full message history
Summary	conversationSummary from your agent

Set a default assignee per agent so new tickets route automatically. Only org members with Desk access appear in the dropdown.

Team members

Invite and scope Desk access.