> ## Documentation Index
> Fetch the complete documentation index at: https://docs.outfiqe.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer tickets

> Keep track of your customers' problems and requests until they're solved.

A [ticket](https://docs.outfiqe.com/glossary.md#ticket) is one problem or request from a customer or partner: a wrong size in a parcel, a question about bulk pricing, a request for marketing photos. **Customer tickets** keeps them all in one place, so nothing gets lost in someone's messages.

> [!NOTE]
>
> These tickets are your brand's own. They're separate from the support requests you send to Outfiqe. To contact our team, use **Support** in your brand dashboard.

## The ticket list

**Customer tickets** lists every ticket with its title, its type, who looks after it, when it came in, and its status.

Filter the list by status, by person, or by date. Choose a ticket's title to open it.

![The Customer tickets page with status, person and date filters, the New ticket button, and a list of tickets marked Open, In progress, Resolved or Closed](https://mintcdn.com/outfiqe/52E3Y67U6QKXPS3R/images/crm/support.webp?fit=max\&auto=format\&n=52E3Y67U6QKXPS3R\&q=85\&s=6ead1ac466761e41dbfcfdb9a58f4490)

Open tickets need someone to pick them up.

## Add a ticket

**1. Open the form**

Choose **New ticket** on **Customer tickets**, or from **Quick actions** on **Overview**.

**2. Describe it**

Pick the **Type**, like a complaint or a request. Give it a short **Title**, explain it in **Description**, and search for the **Customer** it's about, if there is one.

**3. Save**

Choose **Create ticket**.

![The New ticket window with Complaint chosen as the type, a title and description filled in, a customer search box, and the Create ticket button](https://mintcdn.com/outfiqe/52E3Y67U6QKXPS3R/images/crm/new-ticket.webp?fit=max\&auto=format\&n=52E3Y67U6QKXPS3R\&q=85\&s=81fa9223e5eb94584671e0a69807dc9e)

Link the customer, so the ticket shows on their page too.

## Work on a ticket

Open a ticket to see **What was reported**, then use **Handling this ticket** to move it along.

**1. Choose who looks after it**

Pick someone under **Assignee**. They can see it's theirs from the list and from **Reports**.

**2. Keep the status up to date**

Choose **Open**, **In progress**, **Resolved** or **Closed** as the work moves along.

**3. Leave notes for your team**

Add what you've checked or done under **Comments**, then choose **Comment**. Comments are for your team only.

![A ticket's page with What was reported, Handling this ticket showing the status buttons and assignee, team comments, and the customer it's linked to](https://mintcdn.com/outfiqe/52E3Y67U6QKXPS3R/images/crm/ticket-detail.webp?fit=max\&auto=format\&n=52E3Y67U6QKXPS3R\&q=85\&s=72362afb7e30c71e9c9fd2e9f6afbe1a)

The status and assignee are always in the same place, at the top right.

The **People** section shows who the ticket is about. Choose **View customer** to see their orders and other tickets.

| Status | Use it when |
| - | - |
| **Open** | It's come in and nobody's working on it yet. |
| **In progress** | Someone's on it. |
| **Resolved** | It's sorted, and you're waiting to be sure the customer is happy. |
| **Closed** | It's finished. |


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