How escalation and tickets work
HaloDesk combines AI support and human support into a single flow.
When the AI can’t help or a customer asks for a human, HaloDesk automatically escalates the conversation and turns it into a ticket.
When a conversation is escalated
A conversation is escalated when:
The customer explicitly asks to talk to a human
The AI is unable to confidently answer
The conversation requires human judgment or action
Escalation can happen at any point during the conversation.
What happens during escalation
When escalation occurs:
The AI stops replying
The conversation is converted into a ticket
The ticket appears in the agent’s Inbox
A human support agent can take over the conversation
From the customer’s perspective, the transition is seamless.
One agent, one inbox
Each AI agent in HaloDesk includes:
Its own chat widget
Its own Inbox
This means:
Tickets are always tied to the agent that received the message
Support flows stay clean and separated by product or use case
AI vs human messages
AI messages are sent directly inside the chat widget
Human replies are sent from the Inbox and delivered by email and they will also appear in the chat widget
Customers can continue the conversation by replying to the email or through the widget, depending on your setup.
Ticket lifecycle
A ticket in HaloDesk typically follows this flow:
Conversation starts with AI
Conversation escalates
Human replies from Inbox
Issue is resolved
Ticket is marked as closed
Closed tickets remain accessible for reference and reporting.
Why this matters
This setup allows you to:
Resolve simple questions instantly with AI
Ensure humans step in only when necessary
Keep a full conversation history in one place
Avoid switching between chatbot tools and helpdesk tools