# Ticket Handling

***

{% 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="/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>


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.contiple.com/eng/getting-started/ticket.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.