A ticket is an internal case for your team about a customer — for example, “Call to confirm visit” or “Complaint about delay” — always tied to a contact and, if relevant, the lead or the conversation it comes from. It’s there to keep a record of a pending task, and so anyone on your team can see where it stands without depending on one specific person remembering it.
Warning — It isn’t the same as a Support ticket
Internal tickets are your own team’s business, about your own customers. Support tickets are the channel for asking your provider’s team for help when something on the platform isn’t working or you have a configuration question — they’re covered in manual 28 · Support and are only visible to the Admin role. This manual covers only internal tickets.