> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.bitbybit.studio/llms.txt
> Use this file to discover all available pages before exploring further.

# Understand ticket creation and resolution

> Understand when bitChat creates a ticket, reuses an open conversation, and resolves tickets through agents, timers, or AI.

bitChat does not create a new Ticket for every incoming message. It can reuse an existing **Active**, **Waiting**, or **Assigned** ticket for the same company, connected business number, and customer; completed tickets have the status **Resolved**, not a separate Closed status.

Ticket creation and resolution have several routes. AI and human agents share the same ticket statuses, but the rules that start or finish their work differ.

## When an incoming message creates a ticket

In the standard incoming-message route, a new ticket starts as **Waiting** when there is no matching open ticket and the message is no more than 24 hours old, based on its timestamp.

This route does not create the ticket if an away message successfully handles the message outside operating hours, or if a welcome message handles it first. Other flow actions can still have their own ticket-creation rules.

## How AI 24/7 differs

The AI 24/7 route also reuses a matching open ticket or creates a **Waiting** ticket. There is no separate AI-only ticket status.

This route does not use the standard route's message-age check. Instead, a separate WhatsApp guard checks the time since the customer's latest incoming message. With that guard enabled, as it is by default, the route is blocked after more than 24 hours without an incoming customer message. This guard applies to the WhatsApp connections covered by it, not every channel.

## Other ways a ticket can be created

| Route | What can happen |
| - | - |
| Keyword trigger with a ticket category | Creates a ticket if the conversation does not already have an open ticket, then applies the category. |
| Flow action that assigns a ticket | Can create an **Assigned** ticket as part of assignment. |
| Assignment to all agents | Can create a ticket for the conversation when needed. |
| Campaign configured to convert to a ticket | Can create a ticket through that Campaign's conversion setting. Sending a Campaign does not universally create a ticket. |

## How a ticket becomes Resolved

| Route | What completes the ticket | Important distinction |
| - | - | - |
| A human agent resolves it | The agent resolves the ticket in the dashboard, individually or through bulk resolve where available. | Bulk resolve depends on workspace availability and the agent's permissions. |
| Live-chat auto-resolve | The configured timer reaches its deadline. The timer can be scheduled when an agent joins. | Applies to eligible active agent conversations and assigned AI conversations with auto-resolve enabled; email is excluded. |
| Chatbot auto-resolve | The chatbot's configured timer reaches its deadline while the conversation is still owned by the bot. | This has separate chatbot settings and does not apply universally to all AI conversations; email is excluded. |
| AI decides the conversation is complete | The AI explicitly resolves the conversation rather than handing it to a human. | This is a decision, not a timeout, and is independent of the chatbot auto-resolve toggle. |

## Check a conversation's behavior

1. Review whether the conversation already has an open ticket before expecting a new one.
2. Check whether AI 24/7, a keyword trigger, assignment, or a Campaign is handling the conversation.
3. For timer-based resolution, review the relevant live-chat or chatbot settings. Changing one timer does not turn off every resolution route.
4. Review the ticket's activity and final status before comparing it with analytics.

## Limits and exceptions

The 24-hour message-age check is not a universal ticket rule. Do not apply it to assignment, Campaign conversion, or AI 24/7 as if those paths were identical. Likewise, a ticket marked **Resolved** does not by itself tell you whether a human, a timer, or an AI decision resolved it.

## Related articles

* [Configure automatic ticket resolution](/bitchat/how-to-resolve-tickets-automatically)
* [Create a chatbot flow](/bitchat/how-to-create-a-chatbot-flow)
* [Understand AI Agent Analytics](/ai-studio/ai-agent-analytics)


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