AI Ticketing helps companies centralise internal requests in one place. Unlike standalone tools, AI Ticketing works with employee data already in Factorial — no manual context needed. Employees can create and manage tickets for departments such as IT, HR, Finance, or Facilities, while resolver teams can track, update, and resolve requests efficiently.

When combined with One, AI Ticketing can instantly answer questions using company Policies, automatically categorise requests, route tickets to the correct team, and suggest resolutions to speed up response times.

Overview

AI Ticketing is an internal request management system built directly into Factorial.

Employees can:

• Create tickets for internal support requests
• Track ticket updates and progress
• Know the real-time status of every request — no need to follow up manually

Resolver teams can:

• Manage assigned tickets
• Update statuses and comments
• Collaborate on issue resolution

When One is enabled, AI Ticketing can also:

• Avoid unnecessary ticket creation by answering employee questions using Policies content
• Route tickets to the right team based on the request topic
• Generate AI-powered summaries and resolution suggestions

Use this functionality when:

• Employees send requests through email, Slack, or forms — and nothing ends up in the same place
• Multiple departments (IT, HR, Finance, Facilities) each manage requests in their own way
• Your support teams spend more time routing and chasing than actually resolving
• Employees have no idea what's happening with their requests
• By the time a ticket reaches the right person, too much time has already passed
• Every new ticket starts from scratch, with no history or context

Why Factorial

Most ticketing tools know nothing about your company. Factorial does. When a ticket is created, the system already knows who the employee is, who their manager is, which team they're on, and what their history looks like — no manual input needed. Unlike standalone tools:

• Requests can be resolved automatically when a policy and the right tool exist — not just routed
• Tickets are enriched with employee, team, and organisational context from day one — no manual input needed

This allows companies to centralise internal support processes while improving response speed and visibility across teams.

Pricing

Ticketing can be activated for all employees regardless of if they have One or not. However, the AI features that make it magical require One credits, so the experience is only really valuable if they enable One.

AI-powered actions use One credits:

How to use

Activate AI Ticketing

1. Open the company’s Backoffice
2. Search for the feature flag dev_ai_ticketing_core
3. Enable the feature flag

Create a ticket using One

1. In your sidebar, go to Tickets
2. Click on +New ticket
3. Click on Create with One
4. Describe your issue to One
5. One checks whether the answer exists in the company Policies
6. If the answer is available:
   • One provides an instant response
   • No ticket is created
7. If the issue cannot be resolved automatically:
   • A ticket is created automatically
   • The ticket is categorised and routed
   • One generates a summary and suggested resolution

Create a ticket manually

1. In your sidebar, go to Tickets
2. Click +New ticket
3. Click on Use form: 
   • Choose a category
   • Choose a title 
   • Choose a description
   • (Optional) Add attachments
4. Submit the ticket

The ticket will automatically appear in the assigned resolver team's queue.

Manage tickets

In the Tickets section, employees can:

• View their own tickets
• Track ticket updates

Resolver team members can:

• Access tickets assigned to their teams
• Update statuses
• Add comments
• Upload attachments
• Reassign tickets to other resolver teams when needed

Access Ticketing on mobile

Currently:

• Users cannot create new tickets from the mobile app
• Users can manage existing tickets through the mobile interface
• Users can receive ticket notifications on mobile

FAQ

1. Can employees use Ticketing without One access?
   Yes. Ticketing can be activated for all employees, even if they do not have access to One. However, AI-powered features require One credits.
    
2. What happens if we run out of One credits?
   Ticketing continues working manually, but AI-powered actions such as automatic ticket creation, AI suggestions, and smart routing become unavailable.
    
3. Can managers create tickets on behalf of employees?
   Currently, the ticket owner is always the person who creates the ticket. If a manager creates a ticket for another employee, One includes the employee’s name in the title and description for additional context.
    
4. Can we configure permissions for specific ticket categories?
   Currently, employees with permission to create tickets can create tickets for any configured category. More granular permission settings are being developed.
    
5. Are there limits on the number of tickets employees can create?
   There are currently no limits on ticket creation. Companies can manage this through user permissions if needed.
    
6. Can Ticketing integrate with external systems such as email?
   Not yet. Ticket creation through external systems or email integrations is not currently supported, but it will be soon.
    
7. How does One decide whether to answer directly or create a ticket?
   If the answer exists in the company Policies, One responds directly without creating a ticket. If the issue cannot be resolved automatically, One creates and routes a ticket to the appropriate resolver team.
    
8. What notifications does Ticketing send?
   Notifications are sent through both Factorial notifications and email. Notifications are sent when:
   • A ticket is created
   • A ticket is updated
   • A new comment is added
   • An attachment is uploaded
   • The ticket status changes

If the ticket category is not assigned to an specific person but it is assigned to a team, the ticket's notification will be sent to all the members of said team.