> Source: https://builder.ema.ai/v2/ticketing/ticket-tools > Title: Ticket Tools # 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](/builder/v2/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](/builder/v2/ticketing/set-up-a-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: 1. Read the directory and pick the queue whose guidance matches the request. 2. Raise the ticket with `ex_ticket_create`, filling in a title, a description, and a priority consistent with the queue's guidance. 3. Give the requester the ticket's Ema link, so they can follow it on [My Tickets](/builder/v2/ticketing/my-tickets). > [TIP] > **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](/builder/v2/ticketing/working-tickets) for the same operations performed by hand. - [Autopilot](/builder/v2/autopilot) for how Autopilot uses Tools in general. - [Ema MCP](/builder/v2/ema-mcp) for connecting an MCP client to your Workspace. - [Ticketing API](/builder/v2/api-reference/ticketing-api) for the REST equivalents.