Ticket Tools

Ticketing is the escalation path for your AI Employees. When Autopilot or an AI Employee cannot finish a request, it raises a ticket into the right group's queue and hands the person a link to it, and the same set of Tools lets it read a queue, reply on a ticket, reassign it, or close it once the work is done.

The tools are named ex_ticket_*. They are available to Autopilot and to any Ema MCP client, and they appear only when ticketing is enabled for the Workspace: a Workspace without it sees no ticket Tools at all rather than Tools that fail when called.

How an escalation finds its queue

Every queue carries free-text routing guidance, written by a group admin (see Set Up a Ticket Queue). ex_ticket_queue_list returns the routing directory: every group that runs a queue, with its guidance and the request types it accepts. That guidance reaches the model verbatim, so it is the control you actually have over routing decisions.

A typical escalation is three steps:

Read the directory and pick the queue whose guidance matches the request.
Raise the ticket with ex_ticket_create, filling in a title, a description, and a priority consistent with the queue's guidance.
Give the requester the ticket's Ema link, so they can follow it on My Tickets.

Routing guidance is standing instruction. "Payroll questions, benefits enrollment, and anything about a paycheck. High priority for a missed or incorrect payment, otherwise medium." reads better to a model than a description of who is in the group, and it is what decides whether a request lands here or somewhere else.

The tools

Tool	What it does
`ex_ticket_queue_list`	The routing directory: every group with a queue, its routing guidance, and the request types it accepts. Resolve a group id here before any per-ticket call.
`ex_ticket_queue_connect`	Give a group with no queue its first one, bound to a ticketing connection.
`ex_ticket_queue_routing_set`	Replace a queue's routing guidance. Whole-value replace, so read the current text first.
`ex_ticket_create`	Raise a ticket in a group's queue.
`ex_ticket_subticket_create`	Raise a sub-ticket under a parent, in the parent's queue or another on the same connection.
`ex_ticket_get`	Fetch one ticket, including whether the calling user may delete it.
`ex_ticket_list`	List a group's queue, newest first, with filters for status, assignee, requester, label, text, and created date.
`ex_ticket_list_mine`	The caller's own tickets across every group they belong to.
`ex_ticket_update`	Edit title, description, priority, request type, and labels. Status and assignee have their own Tools.
`ex_ticket_set_status`	Move a ticket to Open, In progress, or On hold.
`ex_ticket_assign`	Assign a ticket to someone, or clear the assignee.
`ex_ticket_move`	Move a ticket into another queue on the same connection, clearing the assignee.
`ex_ticket_close`	Close a ticket, the only path to Closed. An optional resolution is also recorded as a comment.
`ex_ticket_comment`	Add a public comment (the requester sees it) or an internal note (they do not).
`ex_ticket_list_comments`	List a ticket's comments and notes, oldest first.
`ex_ticket_list_events`	The full activity timeline: comments, notes, and field changes, oldest first.
`ex_ticket_children_list`	List a parent ticket's sub-tickets.
`ex_ticket_delete`	Delete a ticket. Group admins only.

Rules the tools follow

Group first, ticket second. Every per-ticket tool takes the group id along with the ticket id, because a queue decides which system the ticket lives in. Resolve the group id from the directory rather than guessing it.
They act as the caller. Membership of the queue's group is required, exactly as it is in the app, and a System Admin reaches every queue. A ticket read reports whether the calling user may delete it, so an assistant can avoid offering an action that would be refused.
Writes are attributed to the person. Comments and changes are credited to the user the assistant is acting for, not to a service account, wherever the system of record can express it.
Request types come from the queue. Use a value the directory published for that queue. An invented one is rejected rather than quietly dropped.
Queue membership is not a label. Labels are yours to set, and the reserved queue label is refused. Moving a ticket is the only way its queue changes.
Closing is its own tool. ex_ticket_set_status covers the non-terminal statuses only.
Link people to Ema. A ticket comes back with both its Ema page and, for an external queue, the record in the system of record. Hand users the Ema link.

What's next

Work a Ticket Queue for the same operations performed by hand.
Autopilot for how Autopilot uses Tools in general.
Ema MCP for connecting an MCP client to your Workspace.
Ticketing API for the REST equivalents.