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

# Support Tickets

> Create, manage, and reply to customer support tickets.

## What this page is for

The **Support Tickets** page is the main queue for customer support work.

It lets your team review tickets, open ticket threads, reply, and update ticket details.

## What you'll see

* **Ticket table**
  * Subject
  * Status
  * Priority
  * Last action
  * Created at
  * Customer and assignee (staff and admin view)
* **View Ticket** action to open the full conversation page.

## Creating a ticket

When creating a ticket from the admin area, the form includes:

* **Subject**
* **Customer** (staff and admin)
* **Assignee** (staff and admin)
* **Status** (`open`, `pending`, `close`, `awaiting_reply`)
* **Support department**
* **Priority** (`low`, `medium`, `high`, `emergency`)
* **Initial message**

### Ticket form options

* **Subject**: The short title used in the queue and email notifications.
* **Customer**: The customer who owns the ticket. Staff choose this; customers are linked to their own account.
* **Assignee**: The staff member responsible for the next action.
* **Status**: The current workflow state. Use `open` for active work, `pending` when waiting on something, `awaiting_reply` when waiting on the customer, and `close` when resolved.
* **Support department**: The queue or team responsible for the ticket. The list comes from Support Settings.
* **Priority**: `low`, `medium`, `high`, or `emergency`. Use it to communicate urgency, not as a substitute for a clear subject.
* **Related service**: Links the ticket to one of the customer's orders or services.
* **Insert macro**: Loads a saved support macro into the reply editor. Review the inserted text before sending it.
* **Message**: The ticket body or reply, written in the rich editor.
* **Attachments**: Files included with the ticket or reply.

For customer users, staff-only fields are hidden and tickets are linked to their own account.

## Viewing and replying to a ticket

Inside the ticket view page:

* The full message thread is shown in chronological conversation blocks.
* Both staff and customers can add replies.
* Staff and admin can update ticket metadata and save changes.
* Customers cannot edit assignment/status fields.

## Permissions and visibility

* Customers only see tickets where they are the ticket owner.
* Staff and admin can see all tickets (subject to support permissions).