> 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

Start ticket-based supports by reviewing customer inquiries received as tickets, responding to them, or transferring them to the appropriate department for resolution.

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{% hint style="danger" %}

* For **ticket configuration settings**, refer to the **Ticket Guide** in **Service Management***.*
* For detailed **ticket usage instructions**, see the Ticket Management Menu Guide
  {% endhint %}

##  **➊ Ticket**

{% hint style="info" %}
**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.
  {% endhint %}

 

* 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="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2FvG3CohGC3hiKKM9mB2Ks%2Fimage.png?alt=media&amp;token=25737708-2c6e-489f-8e8a-43c0d9c34078" 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="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2Fc9df3tb5sN2Y7POqIaLv%2Fimage.png?alt=media&amp;token=8a88c504-7e0c-4983-bcb1-f95829607fa1" alt=""><figcaption></figcaption></figure>