> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.aura.konceptservices.com/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.aura.konceptservices.com/_mcp/server.

# Manage tickets

> Learn how to view, filter, and manage the support tickets generated by your agent.

## The tickets table

Go to the **Support** section from your agent's sidebar. You'll see a table with all support tickets, showing the following columns:

* **Contact**: customer name or phone number
* **Subject**: summary of the ticket reason
* **Category**: case type (Inquiry, Incident, Complaint, Suggestion, Other)
* **Channel**: where it originated (Call, Message, etc.)
* **Status**: current status of the ticket
* **Date**: when the ticket was created

## Filter tickets

Use the filters at the top of the table to find specific tickets:

* **Status**: filter by Open, In progress, Resolved, or Closed
* **Category**: filter by case type
* **Channel**: filter by originating channel
* **Date range**: select a specific time period

You can combine multiple filters at once to narrow your search.

## View ticket details

Click any row in the table to open the **Support details** panel. Here you'll find all the ticket information:

* **User**: the customer associated with the ticket
* **Duration**: total time of the conversation that generated the ticket
* **Status**: current ticket status
* **Last message**: the last message exchanged in the conversation
* **Resolution details**: description of how the case was resolved (if applicable)
* **Resolution date**: when the ticket was resolved

## Internal notes

Internal notes are comments that only your team can see. They are not visible to the customer.

#### Open the ticket details

Click a ticket to open its details panel.

#### Write a note

In the **Internal notes** section, type your comment in the text field.

#### Add the note

Click **Add note** to save it. The note will appear in the history with your name and the date.

> **Info**
>
> You can only delete notes that you created. Notes from other team members cannot be removed from your account.

## Change the status of a ticket

From the details panel you can update the ticket status (Open, In progress, Resolved, Closed) and add resolution details when marking it as resolved.

## Delete tickets

Select one or more tickets in the table and use the delete option to remove them. A confirmation message will appear before the action is completed.