# Tickets

A ticket is a customer's email to the support address, kept as a conversation. Staff reply, assign and close
from Support > Tickets.

## What you can do

- Read new mail to the support address as tickets. A sender with no record still gets a ticket.
- Follow a conversation on the ticket page, with the customer's replies threaded in.
- Reply, optionally closing the ticket in the same step.
- Assign, close and reopen a ticket.
- Filter by open, closed and all, and search.
- See Support cards on the dashboard: Support on the Me tab, and Support queue on the Ops tab. See
  [Dashboard](/docs/manual/projects/dashboard.md).

## How to

1. Open Support > Tickets. The list opens on open tickets.
2. Open a ticket, write the reply and press send.
3. To close, close the ticket or send the reply with close ticked. A customer reply reopens a closed ticket.

## Limits

- Developers see Tickets. Agreements and wider Support screens follow the person's permissions.
- The screens are permission-gated: view, reply, close and assign are separate permissions.
- Products and agreements are described on [Agreements](/docs/manual/support/agreements.md).

## Related

- [Agreements](/docs/manual/support/agreements.md)