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

# Tickets

> Support tickets, replies, metrics, and email ingest

## Ticket list

**Support → Tickets** (or **Tickets** in the Support submenu) shows all company tickets.

Filter by status, assignee, client, or priority. Use **Metrics** for volume and response-time summaries.

## Ticket lifecycle

| Status      | Typical meaning            |
| ----------- | -------------------------- |
| Open        | Awaiting staff or customer |
| In progress | Assigned and being worked  |
| Closed      | Resolved                   |

### Create a ticket (staff)

1. Tickets → **Create**
2. Select client (or internal ticket if allowed)
3. Enter subject, description, priority
4. Assign to user or queue

Clients create tickets from their portal with a simpler form.

## Working a ticket

On the ticket detail page:

* **Reply** — Public message to customer (visible in portal)
* **Internal note** — Staff-only if your workflow supports it
* **Take ownership** — Assign yourself
* **Close** — Mark resolved

### AI-drafted replies

Use **Generate response** to draft a reply from the ticket description and latest customer message. Edit before sending. See [AI assistant](/ai-assistant).

## Email-to-ticket

When configured under **Company → Preferences → Email**, inbound messages to a support mailbox create or update tickets.

* Map IMAP/SMTP accounts per company
* Parser matches sender to client when possible
* Staff replies may send outbound through the configured SMTP identity

<Warning>
  Verify email account credentials and test with a non-production message before go-live—misconfigured ingest can create duplicate tickets.
</Warning>

## Client portal tickets

Clients see only their tickets. They can add replies but cannot access internal notes or other customers' tickets.

## Metrics

**Tickets → Metrics** provides charts and tables for:

* Volume by period
* Per-user stats
* Backlog trends

Use for standups and SLA review.