# What tickets are for

Tickets track requests that take longer than one conversation, such as a return, a wholesale order or a bug, with an owner, a priority and SLA deadlines.

A conversation is the chat itself. A **ticket** is a piece of work that comes out of it and needs following up: exchanging a dented gift box, preparing a 25-box wholesale order, fixing a problem on your website. Tickets have an owner, a type, a priority, a status and deadlines, so nothing is forgotten after the chat ends.

Use a ticket when the request:

- cannot be finished while you are chatting (you need stock, a delivery, a colleague, a refund),
- involves someone outside the support team,
- has a promise of time attached ("we'll call you back today").

For a simple follow-up of your own, a [reminder](https://hatang.dev/help/inbox/reminders) is enough.

## The Tickets page

Go to **Customer Support → Tickets**.

![The Tickets page with its counters, filters and SLA column](https://hatang.dev/help/img/en/tickets/tickets.webp)

At the top, counters for right now (**Open**, **Overdue**, **Unassigned**) and for the last 7 days (**Resolved (7d)**, **SLA breached (7d)**, **Avg resolution (7d)**). Click **Open**, **Overdue**, **Unassigned** or **Resolved (7d)** to filter the list.

The list shows open tickets first (open, in progress and waiting on the customer), newest first. Filter it by code or title, status, priority, type, assignee and **Overdue only**, then click **Filter**.

| Column | Shows |
|---|---|
| **Ticket** | Its code (TK000001, TK000002… numbered per business) and title |
| **Type** | **Question**, **Bug**, **Complaint**, **Request** or **Other** |
| **Priority** | **Low**, **Normal**, **High** or **Urgent** |
| **Status** | See [Ticket statuses](https://hatang.dev/help/tickets/ticket-statuses) |
| **Assignee** | Who is responsible |
| **SLA** | **Breached**, **Overdue**, **Met**, or how long is left to resolve it. See [SLA deadlines](https://hatang.dev/help/tickets/sla-breaches) |
| **Due** | The due date you set, if any |
| **Created** | How long ago it was opened |

## Tickets and conversations

A ticket created from a conversation stays linked to it:

- The conversation's timeline records "Ticket TK000004 created: …" and every status change ("Ticket TK000004: Open → Resolved").
- The customer panel lists the conversation's tickets under **Tickets**, in red when overdue.
- The ticket page links back to the **Conversation** and the **Customer profile**.
- A public reply in that conversation counts as the ticket's first response.
- For email conversations, when the ticket is resolved the customer gets a short email in the same thread saying their request has been resolved.

## Who can do what

| Access to Customer Support | Tickets |
|---|---|
| **View** | See tickets |
| **Work** | Create, edit, change status, assign and delete tickets |
| **Manage** | All of the above, and change the **SLA policy** |

New tickets, status changes, resolutions and SLA breaches can also be sent to your other tools with [webhooks](https://hatang.dev/help/integrations/webhooks).