> ## Documentation Index
> Fetch the complete documentation index at: https://docs.zynfo.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# Tickets: follow up on requests from chats
> Work support tickets from ZynfoAI chats: how tickets are opened, statuses, assignees and due dates, replying to the customer by email, and sending a ticket to Freshdesk.
# Tickets
A ticket is a request your team needs to follow up on after the chat. Go to **Tickets** in the sidebar.
## How tickets are created
* A customer asks the AI to open a ticket or report a problem, and fills in the short form in the chat.
* A teammate clicks **Convert to Ticket** in the Inbox.
* A customer asks for a person when nobody is available, and has given an email or phone number. See
[Live chat](/inbox/human-handoff).
* You click **Create Ticket**.
Tickets opened from a chat save with **Medium** priority. When you click **Create Ticket**, the
subject and priority you choose are kept.
## Statuses
* **Open:** your team needs to act.
* **Waiting on customer:** you've replied and are waiting to hear back.
* **Resolved:** done.
## Find tickets
* The cards at the top count **Total**, **Open**, **Waiting on customer**, **Resolved**, **Urgent** and
**High Priority** tickets.
* The views **All**, **Assigned to me**, **Unassigned** and **Overdue** narrow the list.
* Filter by status or priority (**Low**, **Medium**, **High**, **Urgent**).
* Each ticket has its own link, so you can share it with a teammate.
* Select several tickets to mark them resolved or delete them. Deleting asks you to confirm.
## Work a ticket
Click a ticket to open it. You'll see its subject, description, the customer's details and the
activity so far.
* **Assignee:** choose a teammate, or click **Assign to me**.
* **Due date:** pick a date. The ticket shows **Overdue** or **Due today** when it's time. Click
**Clear** to remove the date.
* **Status** and **Priority:** change them at any time.
* **Open conversation** opens the chat the ticket came from. **View customer** opens the
[customer page](/crm-and-support/customers).
## Reply to the customer by email
Under **Reply to customer**, write your answer and click **Send reply**. ZynfoAI emails it to the
customer from your workspace's name, and their answer comes back to your support address. The reply
shows in the ticket's activity. Tick **Set to Waiting on customer** to change the status at the same
time.
You can reply only when:
* the ticket has the customer's email address;
* **emails outside the chat** are turned on in **Automate**. While they're off, the reply box says so;
* your role can update tickets.
ZynfoAI doesn't email addresses that bounced or reported earlier emails as spam.
## Send a ticket to Freshdesk
If Freshdesk is connected:
1. Open the ticket, or hover over it in the list.
2. Click **Sync to CRM**.
The ticket is created in Freshdesk as an open ticket, and the ticket in ZynfoAI shows a link to view it
in Freshdesk. Each ticket can be synced once. Tickets aren't sent to Freshdesk automatically. See
[Freshdesk](/integrations/freshdesk).
## Related topics
* [Leads](/crm-and-support/leads)
* [Freshdesk](/integrations/freshdesk)
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