Ticket Types

Every ticket in Supportomation is classified as one of two types: Activity or Development. The type determines how the ticket is handled, whether a JIRA issue is created, and who is responsible for resolving it.

Tip

Role Access Admin, Lead, and Member can view ticket types. Admin and Lead can change a ticket’s type via the actions menu.

Getting There

Ticket type is visible as a colored badge on every ticket card in the list and at the top of the ticket detail page
To change a ticket’s type, open the ticket detail page and click the three-dot actions menu then select Change Type

The Two Types

	Activity	Development
Badge color	Blue	Orange
Internal field	`ticketType: "question"`	`ticketType: "development"`
Purpose	Questions, general inquiries, clarifications	Bugs, feature requests, updates, technical issues
Handled by	Support team member	Developer (with support coordination)
JIRA ticket	Never created	Created based on AI confidence level
Resolution	Marked resolved by support member	Tracked through JIRA status or manual resolution

How AI Classifies Tickets

When an email arrives, the AI analyzes its content and assigns both a type and a confidence score. The type determines the workflow, and the confidence score determines how much automation applies.

Activity Classification

The AI classifies a ticket as Activity when the email contains:

Questions about how to use a feature
Requests for information or clarification
General inquiries that do not require code changes
Follow-up questions on previous conversations

Activity tickets are handled entirely by the support team. No JIRA issue is created, and the ticket is resolved when the support member marks it as such.

Development Classification

The AI classifies a ticket as Development when the email describes:

A bug or something that is not working correctly
A request for a new feature or enhancement
An update or change to existing functionality
A technical issue requiring code changes

Development tickets follow a confidence-based workflow for JIRA integration.

JIRA Creation by Confidence Level

For Development tickets, the AI confidence score determines what happens automatically:

Confidence	Range	What Happens
High	90% and above	JIRA ticket is created automatically and a developer is assigned based on responsibility areas
Medium	70% — 89%	JIRA ticket is created but the ticket is flagged as a Pending Action for a human to review the assignment
Low	Below 70%	No JIRA ticket is created. The ticket appears as a Pending Action requiring a human to review classification and decide next steps

You can see the confidence score and AI reasoning on the Ticket Detail page by expanding the AI Analysis section.

Changing a Ticket’s Type

Sometimes the AI gets it wrong, or circumstances change. Admin and Lead users can switch a ticket between Activity and Development:

Open the ticket detail page
Click the three-dot actions menu in the header
Select Change Type
Confirm the change

What Happens When You Change Type

Activity to Development:

The ticket gains a developer assignment field
You can now create a JIRA ticket for it
The badge changes from blue to orange

Development to Activity:

Any linked JIRA ticket remains but tracking is set to inactive
The developer assignment is preserved but the ticket is now handled by support
The badge changes from orange to blue

Workflow Differences

Activity Workflow


Email arrives --> AI classifies as Activity --> Support member assigned
    --> Support responds to client --> Mark as Resolved

Activity tickets use the questionStatus field with two states: open and resolved. The support member handles the conversation directly and marks it resolved when the client’s question is answered.

Development Workflow


Email arrives --> AI classifies as Development --> Confidence check
    --> JIRA created (if confidence is sufficient) --> Developer assigned
    --> Work tracked in JIRA --> Resolution email sent to client

Development tickets track progress through both Supportomation (To Do / In Progress / Done) and JIRA status. When JIRA marks the issue as resolved, a resolution email can be sent to the client automatically or manually.

Visual Identification

Ticket type is always visible through badge colors:

Context	Activity	Development
Ticket list cards	Blue Activity badge	Orange Development badge
Ticket detail header	Blue badge	Orange badge
Dashboard stats	Included in general counts	Included in general counts

Tips & Troubleshooting

Issue	Solution
AI classified a question as Development	Use the actions menu to change the type to Activity. The JIRA ticket can be deleted if one was created.
AI classified a bug as Activity	Change the type to Development, then create a JIRA ticket from the assignment panel.
Low confidence on a clear issue	The AI may lack context. Review the classification, adjust the type if needed, and assign manually. Over time, the system improves.
Changed type but badge did not update	Refresh the page. Type changes take effect immediately in the database but the UI may need a moment to reflect the change.
JIRA ticket exists after changing to Activity	Changing to Activity does not delete the JIRA ticket. You can delete it manually from JIRA or leave it for reference. Tracking is set to inactive.

Next Steps

Ticket Detail — View AI analysis and confidence scores
JIRA Integration — How JIRA tickets are created and tracked
Triage — Handling tickets that need human classification
Roles & Permissions — Who can change ticket types