RapidPro’s ticketing system lets you escalate contacts from automated flows to human agents without leaving your workspace. Tickets help your team assign conversations, respond directly to contacts, add internal notes, track open vs closed issues, and run follow-up flows after resolution.

In this guide, you’ll learn how to invite agents, open tickets from flows, organize tickets by topics, manage unassigned tickets, add internal notes, and set up a follow-up trigger when a ticket is closed.

You can escalate a contact to one-on-one support with a human agent directly from the Contact record—without sending them through a flow. This is useful for immediate assistance, issues discovered during profile review, or proactive outreach initiated by an agent or administrator.

In this guide, you’ll learn how to open the ticket menu from a contact profile, configure the ticket (topic, agent, and context), and understand what happens next, including roles and permissions.

Tickets Analytics helps you monitor support performance by showing how ticket volume changes over time, which topics generate the most tickets, and how quickly agents respond. You can filter charts by topic and time range (weekly/monthly/yearly), and export ticket data for reporting—useful for identifying bottlenecks, staffing needs, and opportunities for automation improvements

The Open Tickets Smart Group helps you instantly identify contacts who currently have unresolved tickets in your workspace. This group is created automatically, updates in real time as tickets open/close, and can be used to follow up with contacts, prevent duplicate outreach, and exclude contacts with active support cases from automated broadcasts, triggers, or flows.