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

# Tickets

> Manage customer inquiries with the integrated ticketing system

When an agent cannot answer a question or when a user needs specialized help, the system can create a **Support Ticket**.

## How Tickets are Created

### Automatic Creation

If configured in the system prompt, the agent can offer to create a ticket when it doesn't know the answer.

> "I'm sorry, I don't have that information. Would you like me to open a support ticket for you?"

### Manual Creation

Users can also request to open a ticket at any time by chatting with the agent.

## Ticket Workflow

1. **Collection**: The agent asks the user for their email and a description of the issue.
2. **Creation**: A ticket is created in the Deflect.
3. **Notification**: Your support team is notified through the dashboard.
4. **Resolution**: Support agents can view and manage tickets in the **Tickets** section of the dashboard.

## Ticket Fields

Each ticket contains:

* **User Email**: For follow-up communication.
* **Subject**: A brief summary of the issue.
* **Description**: The full details provided by the user.
* **Status**:
  * **Open** — Ticket needs attention.
  * **Pending Internal** — Waiting for your team to take action.
  * **Pending User** — Waiting for the user to respond.
  * **Resolved** — Issue has been resolved.
* **Priority**: (Low, Medium, High, Urgent).