import { Steps } from '@astrojs/starlight/components';
import Figure from '@/components/Figure.astro';

**Who it's for:** teams that need to keep a record of pending work on a customer ("call to confirm the
visit", "complaint about a delay") without depending on one specific person's memory.

## What the end customer sees

This use case is **purely internal**: a ticket never generates any message or notification toward the end
customer, it's an organizational tool for your own team. The only thing a customer might notice is that
your team follows up on their case more consistently.

> Don't confuse this with **Support** tickets: those are the channel for asking your provider's team for
> help when something on the platform breaks or you have a configuration question, and they're visible
> only to the Admin role.

## Steps in the product

<Steps>

1. **Create a ticket from the Tickets screen itself** if the case doesn't come from any lead or
   conversation: press **"+ New ticket"**, search for and select the contact (required here, since there's
   nothing to infer it from), write the subject and, optionally, assign it to a teammate and add an
   initial comment.
2. **Or create it straight from a lead or a conversation.** In the Tickets section of the lead's drawer, or
   in the inbox's right-hand panel, press **"Create ticket"** — it's automatically linked to the lead, the
   conversation, and its contact, with nothing left to look up.

   <Figure
     src="/captures/tickets-page.png"
     alt="Tickets page with the status/type dropdowns, the New ticket button, and the table with Subject, Source (Contact/Lead/Conversation chips), Status, Assigned and Updated columns"
     caption="Every Source chip is clickable — it takes you straight to the contact, the lead or the conversation the ticket came from."
   />

3. **Filter the table** by status (Open, In progress, Closed) or by owner (Mine, Unassigned) to see just
   what you care about.
4. **Open a ticket's drawer** to change its status, reassign it to another teammate, or add comments —
   commenting doesn't reopen a Closed ticket, the status only changes if you change it.
5. **The same lead or conversation can pile up several tickets** over time: each pending task is its own
   ticket, even if they share the same origin.

</Steps>

## What to configure

- **Nothing beforehand is required**: the screen works from the very first contact you have.
- **Roles**: managing tickets (create, change status, reassign, comment) is Admin and Editor territory;
  Viewers can only look.

## Limits and honesty

- An internal ticket **never notifies the end customer** — if you need to tell them something, do it from
  the conversation or the matching channel.
- There's no limit on tickets per lead or contact: as many as you need pile up.
- If what you need is help from your provider (a platform bug, a billing question), this isn't the right
  mechanism — use **Support** instead.

## See also

- **[Tickets](/en/guides/tickets/)** — statuses, the full lifecycle, and who can manage them.
- **[Leads](/en/guides/leads/)** — creating a ticket from a lead's record.
- **[Conversations](/en/guides/conversaciones/)** — creating a ticket from the inbox.
- **[Digital employee: jobs and flows](/en/use-cases/empleado-digital-flujos/)** — when follow-up can be
  automated instead of staying a manual task.