> For the complete documentation index, see [llms.txt](https://docs.plenit.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.plenit.com/docs-en/support/tickets.md).
# Tickets
With the **Ticketing** you communicate with our support team directly from the dashboard, without relying on email or external tools.
From **Support > My Tickets** you can create, view, update, and close your tickets quickly, centrally, and in your language.
> #### 📘 **What are you going to achieve?**
>
> Centralize all support communication in the dashboard: every incident, request, or query is recorded, organized, and accessible to you and your team.
### What you can do
* Create and manage tickets directly from the dashboard.
* Receive notifications in your language (Spanish, English, Portuguese, or French).
* Associate each ticket with your organizations or services.
* Track the status in real time, from creation to resolution.
### Where to find your tickets
Access from **Home > Support > My Tickets**. There you can see all your tickets, with a total counter, a **New ticket** button, and a **Filters** button to narrow down the list.
The list shows these columns:
| Column | What it shows |
| ------------- | -------------------------------------------------------------- |
| Id | The ticket identifier. |
| Title | The subject of the ticket. |
| Status | The current status (with the Escalated label when applicable). |
| Created | The creation date and time. |
| Updated | The date and time of the last update. |
| Organization | The associated organization. |
| Owner | The user who opened the ticket. |
| Notifications | Yes / No toggle to receive alerts for that ticket. |
### How to create a ticket
Click **New ticket** and fill in the fields:
* **Type** — Incident or Request.
* **Category** — General, Billing, or Organization/Service.
* **Organization** — the affected organization, if applicable.
* **Service** — one or more related subscriptions (optional).
* **Title and description** — clearly explain the problem or query.
* **Attachments** — add screenshots, logs, or documents (optional).
* **Interested users** — other users who should receive updates (optional).
Click **Send** to create the ticket.
#### 📘 **Tip**
If the incident affects more than one service, include them all in the same ticket to speed up handling.
### Ticket statuses
Once created, the ticket is recorded in your dashboard. From there you can see its status, update it, add information, and follow all communication with support.
| Status | What it means |
| ----------- | ----------------------------------------------------------------------------- |
| New | The ticket has been created and is pending assignment. |
| In progress | The support team is working on it. |
| Reopened | You have reopened the ticket to review or provide new information. |
| Resolved | The case is solved. If it is not reopened, it closes automatically in 7 days. |
| Closed | The ticket is considered finished. |
### How to manage your tickets
From **My Tickets** you can do everything without leaving the dashboard:
* **Add or edit comments** to keep the ticket up to date.
* **Upload new files or screenshots.**
* **Add or remove interested users** to include other members of your organization.
* **Escalate the ticket** if you need priority attention.
* **Request a call** to resolve the case more directly.
* **Turn notifications on or off** for a specific ticket.
* **Close the ticket** when the incident is resolved.
* **Reopen it** if the problem persists, keeping the full history.
### Notifications
To keep you informed without creating noise, email notifications are sent only at key moments:
* When **creating** a ticket.
* When it is **escalated**.
* When it changes to **Resolved**.
* When it is **closes**.
Emails are sent in the language configured in your user profile. In addition, you can turn notifications for a specific ticket on or off from its details.
### Support rating
When a ticket is closed, you can **rate the support received** with a rating of 1 to 5 stars, from very dissatisfied to very satisfied. Your rating helps us improve the service.
### Usage tips
* Use clear and specific titles to identify each ticket.
* Add screenshots or logs to speed up resolution.
* If a case becomes complicated, use **Escalate** to prioritize it.
* Before opening a new ticket, review the ones that are already closed.
* Keep notifications active only on the tickets that matter to you.
### Frequently asked questions
Can I choose the ticket priority?
No. Priority is defined by the support team according to the type and category.
Can I close a ticket manually?
Yes, as long as support has confirmed that the incident is resolved.
Can I reopen a closed ticket?
Yes. The ticket keeps all the information, comments, and attached files.
Why am I not receiving emails?
Check whether you have disabled the ticket notifications or whether the email address in your profile is correct.
### Next steps
* Enable the WhatsApp channel in [How to set up support through WhatsApp.](/docs-en/support/whatsapp.md)
* Manage operations contacts in [How to manage an organization's contacts.](/docs-en/platform/organizations/how-to/how-to-manage-organization-contacts.md)
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