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

# Tickets

> Create and manage support tickets linked to conversations in Botcadence

**Tickets** lets you manage and organize support requests in one place. Open **Operate → Tickets**.

These are **Botcadence** tickets stored on the project. They are not Freshdesk or Zendesk. Agents can also open tickets with the [Create ticket](/docs/build/workflows/tools/create-ticket) workflow tool.

## Ticket list

Header actions and filters:

* **Search tickets**
* **Status** — New, Open, In Progress, Waiting on Customer, On Hold, Resolved, Closed
* **Select Date Range**
* **Create Ticket**

Stats cards: **Open Work** (new, open, and in progress), **Waiting** (customer or hold), **Resolved** (ready to close), **Total Tickets**.

Columns: ID, Name, Issue, Status, Priority, Created, Updated, Conversation. Conversation links can open chat, inbound call, or campaign call threads.

Empty state: **No Tickets Found**.

## Create a ticket

<Steps>
  <Step title="Open Create Ticket">
    Select **Create Ticket**. Subtitle: add a support request with customer context.
  </Step>

  <Step title="Enter customer and request">
    Fill **Customer Name**, **Email Address**, **Phone Number**, **Priority** (Low, Normal, High, Urgent), and **Issue**. Customer name, issue, and either email or phone are required.
  </Step>

  <Step title="Save">
    Select **Create Ticket**.
  </Step>
</Steps>

<Check>
  The new ticket opens as **Ticket #** with status and priority you set. It appears in the list.
</Check>

You can also start from a [customer profile](/docs/operate/customers) with **Create Ticket**.

## Ticket detail

Title: **Ticket #** (sequential number for the project). Review the request, update status and priority, and reply to the customer.

* **Conversation** — jump to the linked chat or call when present.
* Composer tabs: **Internal note** (private) and **Reply to customer** (sent to the customer by email). Use **Send** after composing.
* Timeline chips: Customer request, Private note, Sent to customer.
* Rail: Full name, Email, Phone, Status, Priority, Channel, Created, Updated.

<Warning>
  If no replies have been sent yet, messages you send under **Reply to customer** go to the customer by email.
</Warning>

## Agent-created tickets

Enable [Create ticket](/docs/build/workflows/tools/create-ticket) on a workflow **Tools** tab so the AI can collect name, issue, and email or phone, then open a ticket for staff follow-up. For an immediate live human, use [Transfer](/docs/build/workflows/transfer) or [Escalate to on-call](/docs/build/workflows/tools/escalate-to-oncall) instead.