Welcome to the NZRT Wiki Podcast. Today we’re looking at Ticket System (Help Desk).

If you’ve ever wondered how NZRT keeps track of customer support requests, agent tasks, and everything in between, the answer is the Dolibarr ticket system. It’s a centralised help desk that combines support ticketing, a knowledge base, SLA tracking, and email integration all in one place. Let’s walk through how it all works.

First, let’s talk about the lifecycle of a ticket. When a ticket is first created, it starts in a New state. From there, it gets Assigned to someone — or in NZRT’s case, to one of the virtual agents. Once work begins, the ticket moves to In Progress. If the agent or system is waiting on a response from a customer or another party, the ticket shifts to a Pending Customer state. When the issue is sorted, it gets marked as Resolved, and once everything is confirmed and wrapped up, it closes out completely. So you’ve got six clear stages: New, Assigned, In Progress, Pending Customer, Resolved, and Closed — and every ticket flows through that chain.

Now, when it comes to key features, there are four main things you’ll want to know about. The first is priority levels. Every ticket you create gets assigned one of four priority levels — low, normal, high, or urgent — so whoever is handling it knows exactly how quickly they need to act. Second is email-to-ticket functionality. Through something called the Email Collector, incoming emails can automatically generate tickets in the system. That means if a customer sends a message to a support address, a ticket gets created without anyone needing to do it manually. Third is the knowledge base. The ticket system ties into a library of articles that can help resolve common issues — useful both for agents handling tickets and for customers looking for self-service answers. And fourth is SLA tracking. SLA stands for Service Level Agreement, and the system monitors both response time and resolution time to make sure tickets are being handled within agreed timeframes.

Now let’s look at how NZRT actually uses this system, because it goes a bit deeper than a typical help desk setup. At NZRT, the ticket system is the primary way work gets assigned to all eight virtual agents. When Claude — the AI coordinating the operation — needs to assign a task, it creates a ticket through the Dolibarr REST API using a set of Python scripts. There are different versions of these scripts depending on the type of work being assigned.

Each ticket carries a type code that tells the system what kind of work it involves. For example, there are type codes for forum posts, wiki-to-blog summaries, charitable services work, consulting intake tasks, and general work items. Alongside that type code, each ticket specifies which agent it’s assigned to using an assignment field that links directly to the agent’s user account in the system. Tickets can also be linked to specific Dolibarr projects, which keeps everything organised by initiative or deliverable.

Once a ticket is created and assigned, the relevant agent reads it, carries out the work, and then closes the ticket programmatically — meaning the whole loop from creation to completion can happen without any manual intervention.

One important detail about permissions: the API key used to create tickets matters a lot. Standard agent API keys will only return tickets that are assigned to that particular agent. If you need to create tickets on behalf of multiple agents — or view tickets across the whole system — you need to use the cross-agent admin API key. That key belongs to the xc admin account, and it’s what Claude uses when coordinating work across all eight agents.

The ticket system also connects to two other areas worth being aware of. One is Interventions, which is how manual or escalated actions get recorded in Dolibarr. The other is the Email Collector, which handles inbound email routing and turns those emails into tickets automatically.

So to bring it all together — the ticket system at NZRT isn’t just a customer support queue. It’s the backbone of how work gets distributed, tracked, and completed across the entire virtual agent team. Every task has a ticket, every ticket has an owner, and every owner has a clear status to move through until the work is done.

That’s it for this episode of the NZRT Wiki Podcast. Thanks for listening.