[Intum Help](https://intum.com/help.md) / [Helpdesk](https://intum.com/help/helpdesk.md)

# [Ticket Management](https://intum.com/help/helpdesk/ticket-management.md)

## Tickets

Tickets are the core element of the Helpdesk module. Each customer inquiry enters the system as a ticket with a unique number that can be tracked, assigned, and resolved.

## Creating a Ticket

A ticket can be created in several ways:

- **Manually** — via a form in the panel
- **From an email** — linking an existing email to a ticket
- **Through the widget** — a customer submits a ticket from the website

Each ticket requires a title and is assigned to a specific [desk](desk).

## Statuses

- **Open** — new ticket, requires action
- **In Progress** — someone is working on the ticket
- **Waiting** — awaiting customer response
- **Resolved** — ticket closed

## Priorities

- **Low** — less urgent matter
- **Normal** — standard priority
- **High** — requires faster response
- **Urgent** — highest priority

## Assignment

A ticket can be assigned to a specific person or group. Unassigned tickets are visible in the "To Assign" view on the desk.

## Snooze

You can snooze a ticket until a specific date — it won't appear on the active list until then. After the deadline passes, it automatically returns to the list.

## Comments

You can add comments to a ticket — both public (visible to the customer) and internal notes (visible only to the team).

When a customer adds a comment to a ticket with "Waiting" status, the status automatically changes to "Open." A comment on a closed ticket automatically reopens it.

## Attachments

Files can be attached to tickets and comments — documents, screenshots, etc.

## Linking to Tasks

A ticket can be linked to tasks from the Organization module — for example, to track the implementation of a fix reported by a customer.

## Email Notifications

If a desk has a configured mailbox, the system can automatically send emails to the customer:

- When a ticket is created
- When a comment is added by the team

Email templates are configured in the [desk](desk) settings.