> For the complete documentation index, see [llms.txt](https://docs.contiple.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.contiple.com/eng/getting-started/ticket.md).

# Ticket Handling

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* For **ticket configuration settings**, refer to the **Ticket Guide** in **Service Management***.*
* For detailed **ticket usage instructions**, see the Ticket Management Menu Guide
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##  **➊ Ticket**

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**What is a Ticket?**

* A **ticket** is a record of a customer inquiry or request, along with the entire process of resolution.
* It stores all communication between customers, agents, and internal staff — from the moment a request is received to when a response is sent to the customer.
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* Customer inquiries received via **email**, **Help Center contact forms**, or (depending on your contract) **chat** and **phone** channels are automatically created as tickets. 

<figure><img src="/files/S1bmmt08O9M0ziPfWTw6" alt=""><figcaption></figcaption></figure>

* Click a ticket from the **ticket list** to view its details.
* You can **reply directly** to the customer, **add internal comments**, or **transfer** the ticket to another department for further handling.

<figure><img src="/files/Gk1dmzOFvxwuA4ZzOzzg" alt=""><figcaption></figcaption></figure>