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How Service Tickets Are Created

Cara automatically creates and stores service tickets in the Service Requests section on your dashboard. Tickets are generated from three main sources:
  • Phone AI: After a customer call, Cara automatically analyzes the conversation. If follow-up is needed (e.g., a request for a new business quote), Cara captures all relevant information and creates a service ticket to track the request. (See Voice AI section for details.)
  • Email AI: You can forward customer emails directly to Cara’s service email address. Cara automatically creates and tracks action items based on the thread. Cara will extract key details from the email and generates one or more service tickets for your team.
Client Portal (if enabled): If you use Cara’s white-labeled portal, any customer requests submitted there will automatically be converted into service tickets.

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Service Dashboard

The Service Requests dashboard provides a clear overview of all tickets, displaying:
  • Customer Name
  • Status (Open or Closed)
  • Request Type
  • Assignee
  • Due Date
  • Opened At timestamp
By default, you’ll see all open tickets, but you can filter to view closed tickets or all tickets as needed.
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Viewing and Managing a Ticket

Click on any ticket to open a detailed view showing:
  • Request Overview: An AI-generated summary based on the ticket data, including extracted key details.
  • Conversation Transcript: This could be a Voice AI transcript, forwarded email, or portal submission text related to the request.
  • Comments and Activity: A collaborative space for your team to add notes, updates, or questions related to the ticket.
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Completing and Updating Tickets

When a task is complete, use the Resolve button in the top-right corner of the ticket page. You’ll be prompted to add:
  • Final notes or comments
  • Any supporting files
Once resolved, the ticket status changes from Open to Closed and moves accordingly on the dashboard. Next to Resolve is a More dropdown menu where you can:
  • Open in Copilot: Launches a dedicated Copilot workspace where Cara assists with the request using AI workflows.
  • Update Request: Change the ticket’s assignee or due date, helping you delegate or reprioritize tasks.
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Taking Action with Copilot

Opening a ticket in Copilot enables you to use Cara’s AI capabilities directly, with context from the service ticket. For example:
  • Automatically fill out forms such as ACORD 125 and 126 for new business applications
  • Review and analyze contracts or policy documents
  • Draft professional emails or client communication
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All context from the original service ticket — including transcripts, emails, and attachments — is automatically included, so you have everything you need in one place. The Copilot workspace functions like a collaborative hub where you and Cara work together efficiently.