AI Ticketing helps companies centralise internal requests in one place. Employees can create and manage tickets for departments such as IT, HR, Finance, or Facilities, while resolver teams can track, update, and resolve requests efficiently.

When combined with One, AI Ticketing can instantly answer questions using company Policies, automatically categorise requests, route tickets to the correct team, and suggest resolutions to speed up response times.

Overview

AI Ticketing is an internal request management system built directly into Factorial.

Employees can:

• Create tickets for internal support requests
• Track ticket updates and progress
• Receive notifications about ticket activity

Resolver teams can:

• Manage assigned tickets
• Update statuses and comments
• Collaborate on issue resolution

When One is enabled, AI Ticketing can also:

• Answer employee questions automatically using Policies
• Avoid unnecessary ticket creation
• Generate AI-powered summaries and resolution suggestions
• Auto-categorise and route tickets to the correct team

Use this functionality when:

• You want to centralise internal requests in one platform
• Different departments manage employee requests
• You want to reduce manual ticket handling
• You want employees to receive faster support responses

Why Factorial

Factorial combines employee data, AI capabilities, and internal support workflows in one platform.

Unlike standalone ticketing systems:

• Employee context already exists inside Factorial
• AI can automatically resolve requests, not only route them
• The system can identify recurring issues and patterns proactively

This allows companies to centralise internal support processes while improving response speed and visibility across teams.

Pricing

Ticketing can be activated for all employees regardless of if they have One or not. However, the AI features that make it magical require One credits, so the experience is only really valuable if they enable One.

AI-powered actions use One credits:

How to use

Create a ticket using One

1. In your sidebar, go to Tickets
2. Click on +New ticket
3. Click on Create with One
4. Describe your issue to One
5. One checks whether the answer exists in the company Policies
6. If the answer is available:
   • One provides an instant response
   • No ticket is created
7. If the issue cannot be resolved automatically:
   • A ticket is created automatically
   • The ticket is categorised and routed
   • One generates a summary and suggested resolution

Create a ticket manually

1. In your sidebar, go to Tickets
2. Click +New ticket
3. Click on Use form: 
   • Choose a category
   • Choose a title 
   • Choose a description
   • (Optional) Add attachments
4. Submit the ticket

The ticket will automatically appear in the assigned resolver team's queue.

Manage tickets

In the Tickets section, employees can:

• View their own tickets
• Track ticket updates
• Receive notifications

Resolver team members can:

• Access tickets assigned to their teams
• Update statuses
• Add comments
• Upload attachments

Access Ticketing on mobile

Currently:

• Users cannot create new tickets from the mobile app
• Users can manage existing tickets through the mobile interface
• Users can receive ticket notifications on mobile

FAQ

1. Can employees use Ticketing without One access?
   Yes. Ticketing can be activated for all employees, even if they do not have access to One. However, AI-powered features require One credits.
    
2. What happens if we run out of One credits?
   Ticketing continues working manually, but AI-powered actions such as automatic ticket creation, AI suggestions, and smart routing become unavailable.
    
3. Can managers create tickets on behalf of employees?
   Currently, the ticket owner is always the person who creates the ticket. If a manager creates a ticket for another employee, One includes the employee’s name in the title and description for additional context.
    
4. Can we configure permissions for specific ticket categories?
   Currently, employees with permission to create tickets can create tickets for any configured category. More granular permission settings are being developed.
    
5. Are there limits on the number of tickets employees can create?
   There are currently no limits on ticket creation. Companies can manage this through user permissions if needed.
    
6. Can Ticketing integrate with external systems such as email?
   No. Ticket creation through external systems or email integrations is not currently supported.
    
7. How does One decide whether to answer directly or create a ticket?
   If the answer exists in the company Policies, One responds directly without creating a ticket. If the issue cannot be resolved automatically, One creates and routes a ticket to the appropriate resolver team.
    
8. Are ticket subcategories available?
   Not yet. Subcategories are currently being evaluated based on customer feedback and workflow needs.
    
9. What notifications does Ticketing send?
   Notifications are sent through both Factorial notifications and email. Notifications are sent when:
   • A ticket is created
   • A ticket is updated
   • A new comment is added
   • An attachment is uploaded
   • The ticket status changes