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# How support works

> Understand how your Aura agent automatically creates and manages support tickets during calls and messages.

## The agent creates tickets for you

When a customer calls or sends a message with a question, complaint, or issue, your agent can automatically create a support ticket. This lets you keep an organized record of all cases that need follow-up without any manual effort on your part.

> **Info**
>
> For the agent to handle support, you must first enable the **Support** capability in your agent's settings. Without this capability enabled, the agent will not create tickets.

## Ticket categories

The agent classifies each ticket into one of these categories:

#### Inquiry

General questions about your business, services, or products.

#### Incident

Technical problems or issues reported by the customer.

#### Complaint

Customer dissatisfaction with some aspect of the service.

#### Suggestion

Ideas or improvement proposals from the customer.

#### Other

Any case that doesn't fit into the categories above.

## Ticket lifecycle

A support ticket goes through the following statuses:

1. **Open**: the ticket was just created. No one has started working on it yet.
2. **In progress**: someone on your team is reviewing or working on the case.
3. **Resolved**: the issue or inquiry has been resolved.
4. **Closed**: the ticket is finalized and no further action is needed.

## Where tickets come from

Tickets can originate from any communication channel:

* **Calls**: the agent detects during the conversation that there's a case needing follow-up.
* **Messages**: the agent identifies in a chat (WhatsApp, Instagram, etc.) that the customer has an issue or question.

You can also create tickets manually from the **Support** section if you need to log a case that didn't go through the agent.