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

# Tickets

> Track customer requests until they are solved, with statuses, priorities and SLAs.

A ticket tracks a request that needs follow-up beyond the conversation: a refund, a complaint, a repair. It is linked to the conversation it came from.

## Create a ticket

* From a conversation in the Inbox, with **Create ticket** in the conversation menu.
* Automatically, when your agent is set up to open tickets.

A ticket has a **subject**, a **description**, a **priority**, a **status** and an **assignee**. Your team adds **notes** as the request progresses.

## Statuses

Tickets follow a status flow, for example open, in progress, resolved, closed. You can use the default flow or define your own statuses and the transitions allowed between them (**Status management**). A closed ticket can be reopened.

## SLA

An SLA policy sets the **first response** and **resolution** deadlines of a ticket. Tickets that miss a deadline are marked **SLA breached**, so your team sees them first.

## Find tickets

Tickets are listed in **Conversations > Tickets**. From a ticket you can open its conversation.

Through the API, `GET /conversations?ticket_id={ticket}` returns the conversation of a ticket.


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