# Work with Tickets and Emails in Robylon

Understand tickets in Robylon, create a ticket for a customer or a back-office ticket from a conversation, and track status and priority.

> Source: https://www.robylon.ai/docs/inbox/tickets
> Section: Inbox and tickets

A ticket is a support request your team tracks until it is resolved. Every email a customer sends becomes a ticket, and agents can also create tickets by hand, for example to log a phone request or follow up on a chat. Tickets use the same assignment, SLA and property rules as chats.

Tickets live in the [unified inbox](https://www.robylon.ai/docs/inbox/unified-inbox), alongside chats. The **Emails & Tickets** icon in the left sidebar opens an older list that shows tickets from a connected helpdesk such as Freshdesk, Zendesk or Zoho Desk; Robylon Email tickets are not listed there.

## How do I create a ticket?

Click **New Ticket** at the bottom of the conversation list, choose a template or start from scratch, fill in the details and click **Create Ticket**.

<Steps>
  <Step title="Start a new ticket">
    In the inbox, click **New Ticket**. (Its menu also has **New WhatsApp conversation** and **New call**.)
  </Step>
  <Step title="Choose a template">
    Pick a [ticket template](https://www.robylon.ai/docs/inbox/ticket-templates) to pre-fill the subject, description and properties, click **Browse all templates** to see them all, or choose **Start from scratch**. Click **Next**.
  </Step>
  <Step title="Fill in the ticket">
    Set the **Internal email** (the connected mailbox the ticket belongs to; your default is pre-selected), the **Customer email**, and optional **CC** and **BCC**. Add a **Subject** and **Description**.
  </Step>
  <Step title="Decide whether to email the customer">
    Choose whether to send the ticket email to the customer, and whether to **Embed CSAT survey** in it. See [CSAT forms](https://www.robylon.ai/docs/csat/forms).
  </Step>
  <Step title="Fill in properties">
    Fill in any required properties under **Properties**, and use **Add property** for others.
  </Step>
  <Step title="Create it">
    Click **Create Ticket**.
  </Step>
</Steps>

## What is a back-office ticket?

A back-office ticket is an internal task linked to a customer conversation, for example asking the warehouse to check a parcel. Create one from the **Backoffice tickets** section of the details panel with the **+** button. Back-office tickets on a conversation are listed in the same section.

## What statuses can a ticket have?

Every ticket and conversation has a status. These are the default statuses:

| Status | Meaning |
| --- | --- |
| Open | Active and needs work. |
| In Progress | An agent is working on it. |
| Waiting on Agent | The customer replied last; your team owes a reply. |
| Waiting on Customer | Your team replied and is waiting for the customer. |
| Waiting on 3rd Party | Waiting on someone outside your team, such as a courier or supplier. |
| Resolved | The issue is solved. |
| Closed | Finished. |

The list is not fixed. You can add your own statuses, such as "Awaiting refund", as values of the status property in **Settings → Data & Developer → Properties**. The default statuses cannot be removed; ones you add can. See [properties](https://www.robylon.ai/docs/inbox/properties#what-are-system-properties).

A [property](https://www.robylon.ai/docs/inbox/properties) can be required before a status change or before closing, so agents fill in key details such as the order number.

## How do I set priority?

Set **Priority** in the details panel. Filter by priority in the inbox with the **Priority** filter.

Priority can be **Low**, **Medium**, **High** or **Urgent**. It does not change the order conversations are assigned in.

## How are tickets assigned and timed?

Tickets follow the same rules as chats:

* [Queues](https://www.robylon.ai/docs/human-users/queues) and [groups](https://www.robylon.ai/docs/human-users/groups) decide who gets them.
* [Assignment limits](https://www.robylon.ai/docs/human-users/assignment) cap how many each agent holds (the **Email** limit).
* [SLAs](https://www.robylon.ai/docs/inbox/slas) track first response, next response and resolution times.