> ## Documentation Index
> Fetch the complete documentation index at: https://manual.botric.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Tickets

> Track and manage support tickets created from customer interactions.

The Tickets page lets you manage support requests that arise from customer interactions. Tickets help you track issues from initial report through resolution, ensuring nothing falls through the cracks.

## Ticket Statuses

Every ticket progresses through a lifecycle of statuses:

| Status          | Description                                 |
| --------------- | ------------------------------------------- |
| **Open**        | A new ticket that hasn't been addressed yet |
| **In Progress** | A ticket that's actively being worked on    |
| **Resolved**    | A ticket that has been successfully closed  |

The status flow is: **Open → In Progress → Resolved**

## Tickets Table

The tickets table shows all your support tickets with:

| Column        | Description                        |
| ------------- | ---------------------------------- |
| **Subject**   | Brief description of the issue     |
| **Requester** | The customer who raised the ticket |
| **Status**    | Current ticket status              |
| **Priority**  | Ticket priority level              |
| **Created**   | When the ticket was created        |
| **Updated**   | When the ticket was last modified  |

### Filtering and Sorting

* **Filter by status** — Show only Open, In Progress, or Resolved tickets.
* **Filter by priority** — Focus on high-priority issues first.
* **Search** — Find tickets by subject, requester, or content.
* **Sort** — Order by date, priority, or status.

## Managing Tickets

### Viewing a Ticket

Click on any ticket to see the full details including:

* Complete issue description
* Customer contact information
* Conversation or interaction history that generated the ticket
* Internal notes and updates

### Updating Status

To update a ticket's status:

1. Open the ticket detail view.
2. Click the **Status** dropdown.
3. Select the new status.
4. Add an optional note describing the update.
5. Save your changes.

<Tip>
  Keep tickets updated as you work on them. Moving tickets to **In Progress** signals to your team that someone is handling the issue.
</Tip>

## Next Steps

<CardGroup cols={2}>
  <Card title="Leads" icon="user-plus" href="/conversion/leads">
    View and manage captured leads.
  </Card>

  <Card title="Calls" icon="phone" href="/conversion/calls">
    Review call logs and recordings.
  </Card>

  <Card title="Logs" icon="scroll" href="/conversion/logs">
    View activity and event logs.
  </Card>

  <Card title="Chat Agent" icon="robot" href="/engagement/chat-agent/overview">
    Configure your chat agent.
  </Card>
</CardGroup>