# Tickets

Track customer issues that need ownership, investigation, or follow-up.

## Track follow-up work

Tickets keep a support request and its linked conversation together. Open Tickets from the selected agent. Search for a request, then select it to see its details.

## Review the queue

1. Choose 3 Panels, Board, or List.
2. Use Filter tickets to select a status.
3. Open a ticket and review its customer, source, assignee, and priority.
4. Send a reply and update the status when the next step changes.

## Ticket statuses

| Status | Use |
| --- | --- |
| Open | A ticket needs attention. |
| In progress | A teammate is working on the request. |
| Waiting on customer | Your team needs a reply or information from the customer. |
| Resolved | The request has been addressed. |
| Closed | The ticket is no longer active. |

## Priority and source

Ticket priorities are Low, Medium, High, and Urgent. Sources include Email, Chat, Lead form, API, and Manual. Priority describes urgency; status describes progress. Keep the two fields separate when triaging.

## An empty queue

No tickets found can mean the agent has no tickets or that your search and status filter exclude them. Clear the search and select All before concluding that a request is missing.