> For the complete documentation index, see [llms.txt](https://documentation.proto.cx/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documentation.proto.cx/docs/modules/tickets.md).

# Tickets

{% hint style="info" %}
Each email in a ticket uses one [interaction](/docs/getting-started/interactions.md), a consumable resource in Proto.
{% endhint %}

{% hint style="warning" %}
Requires various permissions to view, manage, transfer, export, and download tickets at the individual or team level.
{% endhint %}

A ticket is a support case carried over an email thread between a person and a live agent. Unlike livechats, tickets are asynchronous and have no AI interaction. They are typically created to formally log an issue or continue support after a conversation ends.

***

## Create a ticket

Tickets can be created from three places: the [**Inbox**](/docs/modules/inbox.md) dashboard (select the add icon in the conversations panel), an **open livechat** (select the create-ticket icon in the message editor → **Create ticket**), or the **Tickets dashboard** (select **Create ticket**).

Then fill in the **Create ticket** dialog:

| Field        | Description                                                                                                         |
| ------------ | ------------------------------------------------------------------------------------------------------------------- |
| Subject      | The email thread subject line, seen by the recipient                                                                |
| Sender email | Defaults to the Proto address; alternates configured in [Email domains](/docs/settings/teamspaces/email-domains.md) |
| Live agent   | Initial assignee. Optional.                                                                                         |
| Teams        | Initial team assignment. Optional.                                                                                  |
| Person       | Select an existing person or register a new one by email                                                            |

Select **Create ticket**, write the first email in the message editor, then press **Send**.

***

## Reply to a ticket

1. Select the ticket from the Inbox conversations panel.
2. Optionally select **+ Add** next to **CC** to copy additional email recipients on the reply.
3. Enter the reply in the message editor.
4. Press **Send** or **Takeover & send**.

See [Message editor](/docs/modules/inbox/message-editor.md) for CC recipients, AI enhancements, attachments, emojis, and internal notes.

***

## Manage a ticket

Select a ticket from the Inbox or Tickets dashboard to open its details panel.

{% tabs %}
{% tab title="Assignment" %}

| Field          | Description                                 |
| -------------- | ------------------------------------------- |
| **Live agent** | The agent currently assigned.               |
| **Teams**      | The team or teams currently assigned.       |
| **Person**     | The registered person's name, or "Unknown". |
| {% endtab %}   |                                             |

{% tab title="Details" %}

| Field               | Description                                          |
| ------------------- | ---------------------------------------------------- |
| Ticket ID           | Static ID assigned by Proto                          |
| Short ID            | Shortened version of the ticket ID                   |
| Created by          | Person or live agent that sent the first email       |
| Description         | Editable summary of the ticket                       |
| Status              | Open, Pending, Overdue, Resolved, or Closed          |
| Created             | Date and time the ticket started                     |
| Email sender        | Editable — changes the next outbound email's address |
| Linked conversation | The livechat this ticket was created from, if any    |
| {% endtab %}        |                                                      |

{% tab title="AI Analysis" %}
Runs after the ticket is closed. Produces a summary and sentiment readings.

Select **Analyze** to trigger.
{% endtab %}

{% tab title="Notes & Tags" %}
**Notes** — internal notes visible only to live agents. Select the add icon to create, edit icon to update, delete icon to remove. Use the colour picker to distinguish notes visually.

**Tags** — tags assigned to the ticket for filtering. See [Tags](/docs/settings/teamspaces/tags.md).

**Custom fields** — editable custom fields for the ticket, as configured in workspace settings. See [Custom fields](/docs/settings/teamspaces/custom-fields.md).
{% endtab %}
{% endtabs %}

***

## Find tickets

In the **Tickets** dashboard, use the search field or filters to narrow results.

| Filter               | Options                                                              |
| -------------------- | -------------------------------------------------------------------- |
| Live agent           | Select an agent                                                      |
| Team                 | Select a team                                                        |
| Status               | Open, Pending, Resolved, Overdue, Closed                             |
| Created by           | Person or live agent                                                 |
| Created on           | Presets or custom date range                                         |
| Email sending status | Pending, Sending, Sent, Failed to send, Delivered, Failed to deliver |
| Tags / Tag groups    | Select from workspace tags                                           |
| Custom fields        | Workspace custom fields                                              |

***

## Export tickets

See [Exports](/docs/settings/teamspaces/exports.md) for details.

***

## Delete tickets

1. Go to the **Tickets** dashboard.
2. Select one or more tickets by their checkbox.
3. Select **Delete tickets** and confirm.