> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.swellsystem.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Managing Tickets

# Managing Tickets

Learn how to create, view, and manage support tickets effectively.

## Creating Tickets

### From Support Module
1. Navigate to Support
2. Click "New" button in the header
3. Fill in the ticket form:
   - **Subject**: Brief description of the issue
   - **Customer**: Select a contact or company (optional)
   - **Inbox**: Choose which inbox to create the ticket in
   - **Priority**: Set urgency level
   - **Message**: Initial message content
4. Click "Create Ticket"

### From CRM
1. Open a Contact or Company detail page
2. Click "Create Ticket" in the tickets section
3. The customer will be pre-filled
4. Complete the form and create

### Via Email
Tickets are automatically created when emails are received in configured inboxes. The email content becomes the first message.

## Viewing Tickets

### Ticket List
The main inbox view shows all tickets with:
- Ticket number and subject
- Status badge
- Priority indicator
- Assignee
- Last activity time

### Filters
Filter tickets by:
- **Status**: New, Open, Pending, Waiting Customer, Solved, Closed
- **Priority**: Low, Normal, High, Urgent
- **Assignee**: Filter by assigned agent
- **Inbox**: Filter by inbox
- **Search**: Search by subject or ticket number

### Ticket Detail View
Click any ticket to view:
- Full conversation thread
- Customer information
- Ticket metadata (status, priority, tags)
- Activity timeline
- SLA tracking information

## Replying to Tickets

### Customer Replies
1. Open the ticket
2. Type your reply in the message box
3. Optionally insert a saved reply
4. Use AI Draft for AI-generated responses
5. Click "Send Reply"

### Internal Notes
1. Check "Internal note" checkbox
2. Add your note
3. Click "Add Note"
4. Notes are hidden from customers

## Updating Tickets

### Status Changes
Use the status dropdown in the ticket header:
- **New**: Just created, not yet reviewed
- **Open**: Being actively worked on
- **Pending**: Waiting for information or action
- **Waiting Customer**: Waiting for customer response
- **Solved**: Issue resolved
- **Closed**: Ticket closed

### Priority Changes
Change priority to reflect urgency:
- **Low**: Non-urgent issues
- **Normal**: Standard priority
- **High**: Important issues
- **Urgent**: Critical issues requiring immediate attention

### Assignment
Assign tickets to team members:
1. Use the "Assign" dropdown
2. Select an agent
3. Ticket is automatically assigned
4. Agent receives notification

### Tags
Add tags to organize tickets:
1. Click "+ Add tag" in the tags section
2. Select existing tag or type new one
3. Tags help with filtering and reporting

## AI Features

### AI Draft Response
1. Click "AI Draft" button in reply form
2. AI generates a context-aware response
3. Review and edit as needed
4. Send the reply

### AI Summary
1. Open AI Assistant panel
2. Click "Summarize"
3. View concise summary of the conversation

### Sentiment Analysis
1. Click "Sentiment" in AI panel
2. View sentiment (positive/neutral/negative/frustrated)
3. See urgency level and confidence score

### AI Routing
1. Click "Suggest Assignee"
2. View AI's suggestion with reasoning
3. Click "Apply" to assign

### Smart Tagging
1. Click "Suggest Tags" in AI panel
2. View suggested tags
3. Click tags to apply them

## Best Practices

1. **Respond Promptly**: Aim to meet SLA deadlines
2. **Use Tags Consistently**: Establish tag naming conventions
3. **Keep Customers Informed**: Update status appropriately
4. **Leverage Saved Replies**: Save time with templates
5. **Use Internal Notes**: Keep team context without customer visibility
6. **Monitor SLAs**: Stay aware of deadlines
7. **Close Resolved Tickets**: Keep the inbox clean

## Keyboard Shortcuts

- **N**: Create new ticket (when in inbox view)
- **/**: Insert saved reply
- **Esc**: Close ticket detail view