# Create a ticket

Open a ticket from a conversation in two clicks, or from the Tickets page, and fill in type, priority, owner and due date.

Most tickets start from a conversation, so the ticket is linked to the customer and the chat from the start. You can also create one on its own, for example for a problem a colleague noticed.

You need **Work** access to Customer Support.

## From a conversation

1. Open the conversation in **Customer Support → Inbox**.
2. Click **⋯** (**More**) in the header and choose **Create ticket**.
3. Check the title. It is filled in with the customer's last message; shorten it to what needs doing, for example "Đổi hộp quà bị móp cho anh Tâm".
4. Choose the type (**Question**, **Bug**, **Complaint**, **Request**, **Other**), the priority (**Low**, **Normal**, **High**, **Urgent**) and who is responsible (or leave it **Unassigned**).
5. Optionally describe what needs to happen.
6. Click **Create ticket**.


![Creating a ticket from a conversation](https://hatang.dev/help/img/en/tickets/create-from-conversation.webp)

"Ticket TK000008 created. SLA clocks started from the team policy." appears, with a link to the ticket. The conversation's timeline records it, and the ticket shows under **Tickets** in the customer panel. The customer is not told.

## From the Tickets page

1. Go to **Customer Support → Tickets** and click **New ticket**.
2. Fill in **Title** and, if you like, **Description**.
3. Choose **Type**, **Priority**, **Status** and **Assignee**.
4. Optionally set a **Due date (optional)** and **Tags (comma separated)**.
5. Click **Create ticket**.

![The New ticket form](https://hatang.dev/help/img/en/tickets/new-ticket.webp)

The ticket page opens. A ticket created here is not linked to a conversation ("No conversation linked").

## Choosing the priority

Priority decides the SLA deadlines (see [SLA deadlines](https://hatang.dev/help/tickets/sla-breaches)). With the default policy:

| Priority | First response within | Resolved within |
|---|---|---|
| **Urgent** | 15 minutes | 4 hours |
| **High** | 1 hour | 8 hours |
| **Normal** | 4 hours | 1 day |
| **Low** | 1 day | 3 days |

Keep **Urgent** for things that cost money or customers right now, such as a wrong delivery for a gift that is due today. If everything is urgent, nothing is.

## Edit a ticket

Open the ticket from the list, change any field and click **Save**. "Saved." confirms it. Changing the priority recalculates the SLA deadlines from when the ticket was created.

**Delete** removes the ticket for good. Resolve or close it instead if you want to keep the history.

## Due date and tags

- The **Due date** is your own deadline, separate from the SLA. Past the due date, an open ticket counts as **Overdue**.
- **Tags** label the ticket, for example `đổi-trả`, and go out with it in webhooks. They are separate from conversation tags.