Norman Guilló
Business Problem:
Respond.io currently lacks a native ticketing system with first-class support for tickets as structured, long-lived entities. While conversations exist, there is no concept of a ticket with a unique ID, defined ownership, lifecycle states, or structured data attached to it.
This creates major limitations for teams that operate beyond basic chat use cases, including:
  • Lack of clear accountability and ownership
  • Difficulty tracking and auditing issues over time
  • Limited ability for AI agents to manage long-running issues
  • Gaps in operational reporting and quality control
  • Challenges scaling real support, operations, or sales workflows
Without tickets, AI Agents cannot reliably manage reassignment, escalation, follow-ups, or resolution tracking across longer timeframes.
Desired Outcome:
Introduce a native, AI-ready ticketing system that can be used and managed by both AI Agents and human agents. Key capabilities should include:
  • Unique ticket IDs
  • Clear ownership and assignment
  • Standard lifecycle states (e.g. Open, In Progress, Resolved, Closed)
  • Structured data attached to each ticket
  • Ability for tickets to be created, updated, assigned, escalated, and closed by both AI and human agents
  • Seamless integration with existing conversations, workflows, and reporting