Ticket (customer request)

A ticket is a single customer request with a subject, a status, an assignee and a message history.

A ticket is created when a customer writes to support: in Telegram, by email or through a website widget. It lives until the issue is solved and keeps everything: messages, files, internal notes and team actions.

Typical ticket statuses: new, in progress, waiting for customer, solved, closed. Statuses show a manager where delays pile up.

A ticket has a first-response deadline and a resolution deadline (SLA). When a deadline is close, the system highlights the request and warns the team.