# Tickets
{% hint style="info" %}
Each email in a ticket use an [interaction](https://documentation.proto.cx/docs/getting-started/interactions), 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 levels.
{% endhint %}
A ticket is a support case, usually supported by an email thread between a person and a live agent.
An older format for customer support, tickets are still valuable in many contexts. Unlike realtime chats on messaging apps, emails in tickets are asynchronous between a person and a live agent, without AI interaction. For this reason, tickets are typically generated by a live agent for an ongoing issue or to formally conclude a conversation.
***
## Create a Ticket
1. Tickets can be created from various places.
* In the Inbox dashboard's panel, select 
.
* In the Inbox dashboard, open a **livechat** and in the message editor select
, then **Create Ticket**.
* In the Tickets dashboard select **Create Ticket**.
2. Set the ticket's details in the opened **Create ticket** menu:
* **Subject** — the new email thread's subject line seen by the recipient.
* **From Email** — select an email sender as configured in [Email Domains](https://documentation.proto.cx/docs/settings/teamspaces/email-domains).
* **Assignee** — the live agent the ticket will be initially assigned to.
* **Assigned teams** — the [team](https://documentation.proto.cx/docs/settings/workspace/teams) the ticket will be initially assigned to.
* **Email recipient toggle** — sets who the recipient will be:
* **Existing person** — search your registered audience members.
* **New** **person** — register a new audience member with their email address.
3. Press **Save** to confirm.
4. In the auto-focused Inbox **message editor**, insert the initial email's content.
5. Press **Send** or **Takeover & Send**. The recipient should receive the email within in a few seconds.
***
## Reply to a Ticket
Tickets embody an email thread, and the thread's participants can send a new email at any time.
1. In the Inbox dashboard, select the **ticket** from the Inbox panel.
2. The ticket will be opened with all prior emails in visible, and the **message editor** will be auto-focused. Insert the email reply's content.
3. Press **Send** or **Takeover & Send**.
See [**Inbox**](https://documentation.proto.cx/docs/modules/inbox) for details on:
* Modifying or translating ticket content with AI.
* Replying to tickets with an alias.
* Transferring tickets to another live agent or team.
* Adding attachments, emojis, or variable content to tickets.
* Adding internal notes to tickets.
To configure additional ticket options, see:
* [**Email Domains**](https://documentation.proto.cx/docs/settings/teamspaces/email-domains) — alternate email address domains to send and receive from.
* [**Email Templates**](https://documentation.proto.cx/docs/settings/teamspaces/email-templates) — preset email content for quick replies.
* [**Email Signature**](https://documentation.proto.cx/docs/settings/user-account/user-aliases#alias-settings) — the setting to configure the email signature for a live agent's alias.
* [**Banning**](https://documentation.proto.cx/docs/settings/teamspaces/banning) — ban abusive people from emailing.
* [**Custom Fields**](https://documentation.proto.cx/docs/settings/teamspaces/custom-fields) — add fields for saving unique ticket data.
***
## Manage a Ticket
Go to the **Inbox** or **Ticket** dashboards, and select a **ticket**.
The opened Conversation/Ticket panel contains various categories of details:
* **Subject** — the email thread's subject line.
* **Assignee** — the live agent currently assigned the chat, if any.
* **Assigned teams** — the team(s) currently assigned the chat, if any.
* **Person** — the name of the [person](https://documentation.proto.cx/docs/modules/people) if registered, otherwise "Unknown".
### Details
* **Ticket ID** — the static ticket ID assigned by Proto.
* **Short ID** — a shortened version of the ticket ID.
* **Created by** — the person or live agent that sent the first email in the thread.
* **Description** — editable value for live agents to describe the ticket.
* **Status** — the ticket's current status used for filtering, with the following options: **Open**, **Pending**, **Overdue**, and **Resolved**.
* **Received** — date and time the ticket started.
* **Email sender** — editable value to change the next outbound email's address.
* **Linked conversation** — the livechat the ticket was created from, if any.
***
### Custom Fields
A list of all [**custom fields**](#custom-fields) for the ticket. These are editable inputs unique to the workspace.
***
### Notes
A list of all internal notes written by live agents, logging pertinent information for the ticket. Each note shows the author's avatar and creation timestamp.
* Press 
to start a new note or 
to edit an existing note.
* When creating/editing, use the colour picker to set a note's background colour, distinguishing it from other notes.
* Press 
to delete a note and confirm.
***
### Tags
A list of [**tags**](https://documentation.proto.cx/docs/settings/teamspaces/tags) assigned to the ticket, used for filtering during ticket searches.
***
## Export Tickets
See [**Exports**](https://documentation.proto.cx/docs/settings/teamspaces/exports) for details.
***
## Find Tickets
In the Tickets dashboard, find tickets with the:
* **Search field** – input text to filter tickets in the table by keyword match.
* **Filters** – use the filters (Tags, Tag Groups, Custom Fields, Assignee, Assigned Team, Status, Created By, Channel Type, Priority) to narrow displayed results. Each filter includes a None option to show records where the field has no value.
Use pagination below the table to change the number of tickets display per page, and to navigate across pages.
***
## Delete Tickets
1. Go to the **Tickets** dashboard.
2. In the Ticket table, select one or more ticket by its **checkbox**.
3. Select **Delete Tickets** and confirm.
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