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

# Tickets

> Track issues and follow-ups as tickets with status, priority, and assignees.

## Overview

Tickets track to-dos and support requests within your team. Each ticket has a
status, a priority, an assignee (the teammate responsible), comments, attachments,
and an activity log (a history of every change). Open them from
**Communication → Tickets** in the sidebar (`/tickets`). Each ticket has its own
page at `/tickets/:ticketId`.

<Info>
  **Time to complete:** \~5 minutes  ·  **Difficulty:** Beginner
</Info>

<Note>
  You create tickets from the Tickets page. There's no button in the
  [Inbox](/inbox/overview) to turn a conversation into a ticket today.
</Note>

## Before you start

What you can do depends on your [role](/getting-started/glossary#role). Your admin
controls who can create, edit, comment on, and delete tickets. If a button is
missing or greyed out, ask an Owner or Admin for that permission.

## Create a ticket

<Steps>
  <Step title="Click New Ticket">
    On the Tickets page, click **New Ticket**.
  </Step>

  <Step title="Fill in the details">
    Enter a **Subject** (required, up to 500 characters) and an optional
    **Description** (up to 10,000 characters). Choose a **Priority** (defaults to
    **Medium**), an **Assignee**, an optional **Due** date and time, and **Tags**.
  </Step>

  <Step title="Click Create ticket">
    New tickets start as **Open** and get a number such as `TCK-123`. You're
    recorded as the **Reporter** automatically.
  </Step>
</Steps>

## Switch between list and board views

Switch between **List view** and **Board view** (one column per status); your
choice is remembered on that browser. On the board, drag a card to another column
to change its status — only valid moves are accepted.

Use **Search tickets…** to match the subject, description, or ticket number. Open
**Filters** to narrow by **Status**, **Priority**, **Assignee**, **Due date range**,
or **Overdue only**, and **Clear all filters** to reset.

## Understand statuses and priorities

<Tabs>
  <Tab title="Status">
    **Open**, **In progress**, **Resolved**, **Closed**, and **Reopened**. Change
    status from the ticket sidebar — only valid next statuses are offered:

    | From            | You can move to               |
    | --------------- | ----------------------------- |
    | **Open**        | In progress, Resolved, Closed |
    | **In progress** | Open, Resolved, Closed        |
    | **Resolved**    | Closed, Reopened              |
    | **Closed**      | Reopened                      |
    | **Reopened**    | In progress, Resolved, Closed |
  </Tab>

  <Tab title="Priority">
    **Low**, **Medium** (default), **High**, **Urgent**. A ticket past its due date
    that isn't **Resolved** or **Closed** is flagged **Overdue**.
  </Tab>
</Tabs>

## Work a ticket

Open a ticket to:

* **Comment** — on the **Comments** tab, write up to 5,000 characters and click
  **Comment**. Only the author can edit or delete a comment.
* **Change** the **Status**, **Priority**, **Assignee**, and **Due** date from the
  sidebar. Clear the assignee to leave the ticket **Unassigned**. The **Reporter**
  is shown but can't be changed there.
* **Edit** the subject and description with **Edit**, and add or remove **Tags**.
* **Attach** files under **Attachments** with **Upload** — up to 25 MB each.
  Anyone who can view the ticket can **Download** them. Program files and other
  risky file types are blocked.
* Fill in [custom fields](/getting-started/glossary#custom-field), if your
  [workspace](/getting-started/glossary#workspace) has added any to tickets in the
  [module builder](/automation/module-builder).
* Review the **Activity** tab — a timeline of status changes, assignments, due
  dates, tags, comments, and attachments.
* **Delete ticket** from the sidebar. This can't be undone.

## FAQ

<AccordionGroup>
  <Accordion title="Can I link a ticket to a conversation or contact?">
    Not from the app today — the ticket form has no conversation or contact field.
    Put the contact's name or a link in the description instead.
  </Accordion>

  <Accordion title="Who is the reporter?">
    The person who created the ticket, set automatically.
  </Accordion>

  <Accordion title="Can I reopen a closed ticket?">
    Yes — **Closed** and **Resolved** tickets can move to **Reopened**, and from
    there back to **In progress**, **Resolved**, or **Closed**.
  </Accordion>
</AccordionGroup>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Why can't I change a ticket to a certain status?">
    Status changes follow a fixed order — for example, a **Closed** ticket can
    only be **Reopened**, and a **Resolved** ticket can't go straight back to
    **Open**. Only allowed next statuses appear in the dropdown.
  </Accordion>

  <Accordion title="Why won't my file upload?">
    Files over 25 MB are rejected ("File is too large"), and program files are
    blocked. Compress the file or share a link in a comment instead.
  </Accordion>

  <Accordion title="Why can't I edit or delete a comment?">
    Only the person who wrote a comment can edit or delete it.
  </Accordion>
</AccordionGroup>

<Card title="Unified inbox" icon="inbox" href="/inbox/overview">
  Manage conversations across channels.
</Card>