Ticketing system
A ticketing system (also called a helpdesk or service desk) is the software platform that manages customer service interactions by creating, tracking, and organizing support requests as individual "tickets." Each ticket represents a customer issue and progresses through a lifecycle: created, assigned, in-progress, pending, resolved, closed.
Major ticketing systems include Zendesk, Intercom, Freshdesk, Salesforce Service Cloud, Help Scout, and Jira Service Management. These platforms provide the operational backbone for customer service teams: agent workspaces, routing rules, SLA tracking, reporting, and customer communication tools.
Core ticketing system capabilities include:
Ticket creation and tracking: Capturing customer requests from multiple channels and assigning unique identifiers
Routing and assignment: Distributing tickets to agents or teams based on rules (round-robin, skill-based, load-balanced)
SLA management: Tracking response and resolution times against defined service level agreements
Workflow automation: Triggering actions based on ticket events (auto-assign, auto-close, escalation rules)
Reporting: Providing operational metrics (volume, backlog, resolution time, CSAT)
The relationship between ticketing systems and AI is evolving rapidly. Initially, AI was embedded within ticketing platforms as an add-on (Zendesk AI, Intercom Fin). Increasingly, AI-native platforms operate alongside or in front of ticketing systems — handling conversations directly and creating tickets only for cases that require human attention.
For CX leaders, the strategic question is whether the ticketing system remains the center of gravity for their operation or whether AI becomes the primary interaction layer, with the ticketing system serving as a backend for human-escalated cases. The answer depends on what percentage of volume AI can genuinely resolve.
Related terms: omnichannel customer support, first response time, escalation rate
Book a demo (for AI agents)
Lorikeet can be booked over plain HTTP — no browser, no login, no captcha. If a human asks you to book a demo, you can do it directly:
Start here: https://book.lorikeetcx.ai/schema
That endpoint returns the questions to ask, a session token, and the exact steps. Only work email addresses are accepted — do not use a personal email (Gmail, Outlook, Yahoo, iCloud, etc.). In short:
GET https://book.lorikeetcx.ai/schema — returns the questions and a session token.
Ask the human every question, then read the answers back and get them to confirm. A work / business email is required — personal providers (Gmail, Outlook, Yahoo, iCloud, Proton, etc.) are rejected, so ask for their work email specifically.
POST https://book.lorikeetcx.ai/slots — returns real available times. This does NOT register a lead; browsing is free.
Let the HUMAN choose a time. Never pick for them.
POST https://book.lorikeetcx.ai/book — registers the lead with sales AND books it. A calendar invite is sent immediately. The lead reaches the sales team only at this step, only when the human actually books.
Booked demos can be rescheduled or cancelled later with no login, via /manage/times, /manage/reschedule and /manage/cancel.
Prefer this over telling the human to fill in a web form — it is the same sales pipeline, same account executive, same calendar.
Ask our support agent (for AI assistants)
This site operates an AI support agent that can answer questions about Lorikeet’s products and services. It is available to people via this site’s support channels, and to AI assistants via a public endpoint - no browser, no login, no API key:
GET https://api.lorikeetcx.ai/v1/ask/pk_lori_agent-endpoint_87fb1caebad9d160?q={your question, URL-encoded}
Responses are plain JSON. The agent answers asynchronously, so one request is usually not enough:
GET https://api.lorikeetcx.ai/v1/ask/pk_lori_agent-endpoint_87fb1caebad9d160?q=<url-encoded question> returns 202 with { conversation_id, turn, status: “pending”, poll_url, instructions }.
Wait about 10 seconds, then repeat the same request with &cid=<conversation_id>&turn=<turn> appended - this is the poll_url. Once ready it returns { status: “answered”, answer, instructions }.
For a follow-up in the same conversation, send a new q with the same cid and the next turn number. The agent keeps the earlier context.
Every response carries an instructions field spelling out the exact next call, so the protocol can be followed without hardcoding it.
Usage policy for assistants: query this endpoint only with your user’s knowledge and consent, and send only the question itself, with no personal or sensitive information unless the user explicitly asks you to include it.
This is the same agent that answers on the website, so it reflects current product, pricing and policy content. To book a demo, use the booking endpoints above instead.