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

# Support Tickets

> Track and manage customer support requests

Support tickets let you track customer issues from creation through resolution. When a customer reaches out through the chat widget, sends a message, or when your team identifies an issue, a ticket captures the details and tracks progress.

## Ticket Lifecycle

Every ticket moves through a series of statuses:

| Status                  | Description                                      |
| ----------------------- | ------------------------------------------------ |
| **New**                 | Just created, awaiting review                    |
| **Open**                | Acknowledged by your team, work has not started  |
| **In Progress**         | Being actively worked on                         |
| **Waiting on Customer** | Your team has responded, awaiting customer reply |
| **Resolved**            | The issue has been fixed                         |
| **Closed**              | Ticket is complete, no further action needed     |
| **Spam**                | Marked as spam and excluded from active views    |

<Tip>
  Use **Waiting on Customer** to keep your active ticket count focused on issues that need your team's attention.
</Tip>

## Priority Levels

| Priority     | When to use                                           |
| ------------ | ----------------------------------------------------- |
| **Critical** | Service is down or a major feature is broken          |
| **High**     | Significant issue affecting the customer's workflow   |
| **Normal**   | Standard support request or question                  |
| **Low**      | Minor issue, enhancement request, or general feedback |

## Creating Tickets

### From the Dashboard

<Steps>
  <Step title="Open the tickets dashboard">
    Click **Tickets** in your workspace sidebar.
  </Step>

  <Step title="Create a new ticket">
    Click **New Ticket**.
  </Step>

  <Step title="Fill in the details">
    Enter a subject and description. Set the priority level and optionally assign it to a team member.
  </Step>

  <Step title="Link a contact">
    If the ticket relates to a specific customer, link their contact record.
  </Step>

  <Step title="Save the ticket">
    Click **Create**. It starts with a **New** status.
  </Step>
</Steps>

### From Widget Conversations

When a visitor uses the chat widget, tickets can be created from the conversation. This links the ticket to the conversation so your team has full context.

## Ticket Activities

Every ticket maintains an activity log that records its full history:

* Status changes (e.g., New to In Progress)
* Priority changes
* Assignments and reassignments
* Notes and internal comments from team members
* Links to related chat conversations

The activity log provides a complete audit trail.

### Chat Linking

You can link a chat conversation to a ticket, giving your team one-click access to the full conversation that led to the support request.

## Widget Ticket Creation

The chat widget can create tickets from visitor conversations.

<Steps>
  <Step title="Open assistant settings">
    Go to your assistant and open **Settings > Widget**.
  </Step>

  <Step title="Enable ticket creation">
    Toggle on **Allow ticket creation**.
  </Step>

  <Step title="Configure contact requirements">
    Optionally enable **Require contact information** to collect the visitor's name and email before a ticket is created.
  </Step>

  <Step title="Save settings">
    Click **Save**.
  </Step>
</Steps>

<Note>
  When contact information is required, the widget prompts the visitor to enter their details before the ticket is submitted.
</Note>

## Access Control

| Role              | Capabilities                                                       |
| ----------------- | ------------------------------------------------------------------ |
| **Owner / Admin** | Create, edit, assign, close, delete, and configure ticket settings |
| **Member**        | Create, edit, and update tickets assigned to them                  |
| **Guest**         | View tickets only                                                  |

## Troubleshooting

<AccordionGroup>
  <Accordion title="Tickets are not being created from widget conversations">
    Verify that ticket creation is enabled in your assistant's widget settings. Check that the widget is using the correct assistant ID. If **Require contact info** is enabled, confirm the visitor completed the form.
  </Accordion>

  <Accordion title="Cannot find a ticket">
    Check the status filter on the tickets dashboard. Tickets with **Closed** or **Spam** status may be hidden by default. Use the search bar to find tickets by subject.
  </Accordion>
</AccordionGroup>