Tickets are the core of Support Station. Every customer conversation—whether it starts from email, your support widget, Slack, or the API—becomes a ticket that your team can track and resolve.

What Is a Ticket?

A ticket is a record of a customer support conversation. It contains:

Customer information - Who submitted the request
Subject and description - What the customer needs help with
Messages - The back-and-forth conversation
Status - Where the ticket is in your workflow
Priority - How urgent the issue is
Assignee - Who's responsible for responding
Tags - Categories for organization

Where Tickets Come From

Tickets can be created from multiple channels:

Channel	How It Works
Widget	Customer submits a form on your website
Email	Customer sends email to your support address
Slack	Messages in connected Slack channels
API	Created programmatically via your integration
KB Chat	Escalated from AI chat when it can't help
Internal	Created manually by your team

All tickets appear in your unified inbox regardless of source.

Viewing Tickets

The Ticket List

Navigate to Tickets to see all your tickets. By default, you'll see open tickets sorted by most recent activity.

Filter tickets by:

Status (Open, Pending, On Hold, Resolved, Closed)
Priority (Low, Medium, High, Urgent)
Assignee (specific team member or unassigned)
Team (if you've created teams)
Tags (any tags you've created)
Channel (Widget, Email, Slack, etc.)

Individual Ticket View

Click any ticket to see its full details:

Header - Status, priority, assignee, and tags
Customer info - Customer details in the sidebar
Conversation - All messages in chronological order
Activity log - Status changes, assignments, and other events
Actions - Reply, add note, change status, etc.

Creating Tickets

From the Dashboard

Click Create Ticket (or use keyboard shortcut)
Enter customer email
Add a subject
Write the initial message
Optionally set priority, assignee, and tags
Click Create

From Other Channels

Tickets are automatically created when:

A customer submits your support widget form
An email arrives at your connected email address
A message comes through a connected Slack channel
An API call creates a ticket
A customer escalates from AI chat

Responding to Tickets

To reply to a ticket:

Open the ticket
Type your response in the reply box
Click Send (or press Cmd/Ctrl + Enter)

Your response is sent to the customer via email and appears in the conversation thread.

Ticket Workflow

A typical ticket flows through these stages:

Created - New ticket arrives
Open - Needs attention from your team
Pending - Waiting for customer response
On Hold - Paused (waiting for internal action)
Resolved - Issue fixed, awaiting confirmation
Closed - Complete, no further action needed

Ticket statuses control workflow and let you track where each ticket is in the resolution process.

Quick Actions

From any ticket, you can:

Change status - Move through your workflow
Set priority - Mark urgent issues
Assign - Give to a specific person or team
Add tags - Categorize for organization
Add internal note - Leave a private comment for your team
Merge - Combine duplicate tickets