Personal review of automatic replies
Tickessa 0.10.0 prepares a simple route from an automatic AI reply back to a person. The email includes I would like a personal review. Recipients need neither an account nor internal ticket-system access.
The review route has been technically available since 0.10.0. It enables neither AI nor automatic email sending. The separate auto-send path introduced in 0.11.0 also remains disabled on the reference installation pending operational approval.
What customers see
The link first opens a confirmation page explaining that:
- Opening the link has changed nothing.
- Confirmation reopens the conversation for the support team.
- Further automatic replies are permanently stopped in this conversation.
- A person must write or review and approve the next response.
Only Yes, request personal review creates the request. The page then confirms that the support team has been notified.
Why two steps?
Mail clients and security services sometimes check links automatically. A read-only first request prevents a scanner from changing the ticket. A second explicit action from the Tickessa page is required. Repeated confirmation creates no duplicate requests or notifications.
If the link fails
Replying normally to the received email is an equivalent fallback. Tickessa detects that the latest outgoing message was automatic, reopens the conversation and applies the same permanent auto-send block. No special wording is required.
Use this route if the link expired, an agent revoked it, JavaScript is disabled or the confirmation page is temporarily unavailable.
Team workflow
A confirmed request appears in the Personal review queue, as a ticket-list marker, at the top of the ticket and in its history. The notice identifies confirmation-link or email-reply intake. The entire conversation remains visible. The original automatic message retains its immutable origin and historical transparency information.
Complete the review
- Open the marked ticket.
- Read the enquiry, original automatic reply and all further customer messages.
- Write a personal reply or adopt an appropriate AI draft.
- Fully review and, if necessary, edit the draft.
- Select Send reply.
Only successful email sending marks the request as Personally answered. A note or failed send is insufficient. Automatic sending stays blocked afterwards.
Revoke an active link
Before confirmation or expiry, authorised agents can select Revoke review link. Afterwards the link only says it is unavailable; revocation neither reopens the ticket nor creates a review request.
This can be useful after a technical sending failure or when a link should be invalidated before use.
Link security
Links use random 256-bit tokens without readable ticket numbers, internal IDs, email addresses or user information. Tickessa stores only a cryptographic token hash. The internal copy of the sent message excludes the plaintext link.
Further protections include:
- 30-day default validity.
- Revocation before confirmation.
- Separate display and confirmation rate limits.
- Exact origin checks on confirmation.
- No indexing or embedding.
- Exclusion from the PWA cache.
- No internal identifiers in public responses.
Invalid and revoked links intentionally look identical. Expired links only suggest replying by email. None of these pages changes the ticket.
States
| Display | Meaning | Next step |
|---|---|---|
| Confirmation required | Valid link; ticket unchanged | Confirm explicitly or reply by email |
| Personal review requested | Ticket reopened; auto-send blocked | Team reviews and replies manually |
| Already handled personally | A personal response was successfully sent | No further review needed |
| Link expired | Time limit reached; ticket unchanged | Reply to the email |
| Link unavailable | Invalid or revoked link | Reply to the email |
Privacy and logging
Review state, time, intake route and necessary audit events stay in the local installation database. Rate-limit keys derive from hashed technical addresses; raw IPs are not stored for this purpose.
Provider keys, prompts, reply texts and plaintext tokens never belong in review notifications or technical attempt counters. Actual messages remain only in the access-controlled ticket conversation.