# Tickets

> A chat that reaches your team becomes a light ticket with a status, an assignee, a priority and tags, so nothing the team owes gets lost.

Tickets in Aura are deliberately light: a status, an assignee, a priority and tags. If you already run a help desk, send tickets there with a [webhook](https://aura.oneinfer.ai/docs/integrations).

![The ticket panel: status, priority, assignee and tags](https://aura.oneinfer.ai/docs/images/ticket.webp "Ticket panel, demo data")

## When a chat becomes a ticket

A chat becomes an **Open** ticket the first time your team is involved:

- the visitor asks for a person, or says yes to the bot's offer of one;
- someone on your team takes the chat over or replies;
- your team starts the chat from Live;
- someone gives it a status or an assignee.

A chat the AI handles alone isn't a ticket. Older chats, from before tickets, aren't either.

## Status

| Status | What it means |
|---|---|
| Open | The team owes them an answer. |
| Pending | Waiting on the visitor. It opens again when they write. |
| Solved | Nothing more to do. It opens again if they write to the team. |

A ticket's status is separate from the chat's state:

- Solving a ticket doesn't end the chat, and closing a chat doesn't solve its ticket.
- Quiet chats still close on their own, but their tickets stay unsolved until someone solves them.

> [!NOTE]
> Aura can't reply in a chat that has ended. To follow up on an unsolved ticket whose chat has closed, write to the email the chat shows, or have your help desk do it through a [webhook](https://aura.oneinfer.ai/docs/integrations).

## Assignee

The assignee owns the ticket, whether or not they're in the chat right now.

- Whoever takes a chat over, or starts it, becomes its assignee unless it already has one.
- **Hand back to the bot** keeps the assignee.
- Anyone who can reply can assign a ticket to someone else, or to **Nobody**.
- In an organisation, you can assign to owners, admins and developers: the roles that can reply. The new assignee gets an "A chat is assigned to you" alert.
- With **Assign new tickets automatically** on (below), new tickets are shared out for you.

## Reply target and assigning

In **Settings**, under **Tickets**, owners and admins set two rules for the whole workspace.

**Reply target**: how soon your team answers a visitor on an open ticket, from 15 minutes to 2 days.

- The clock starts at the visitor's first message your team hasn't answered.
- A reply from your team stops it. So does setting the ticket to **Pending** or **Solved**.
- Past the target, the ticket shows **Overdue** in Chats, the **Overdue** view lists it, and your team gets an "A reply is overdue" alert, once.
- The ticket's panel says when a reply is due.
- A new target applies to replies owed from then on.

**Assign new tickets automatically**: a new ticket goes to someone using Aura right now whose role lets them reply.

- It goes to whoever has the fewest open tickets, and between equals, whoever got one longest ago.
- They get an alert.
- If nobody is online, it stays unassigned for whoever comes next.

## Priority and tags

- **Priority**: Low, Normal (the default), High or Urgent. High and Urgent show as a flag in the list.
- **Tags**: up to 10 per chat, such as `billing` or `refund`. Tags are lowercase letters, digits, `-` and `_`, and spaces become `-`. As you type, the tags already in use are suggested.

## Work through your queue

In [Chats](https://aura.oneinfer.ai/docs/chats):

- **Mine**: your unsolved tickets.
- **Unassigned**: unsolved tickets nobody has taken.
- **Unsolved**: every open or pending ticket.
- **Overdue**: open tickets past your reply target, once you've set one.

Narrow any view with **Status**, **Priority**, **Assignee** (anyone's, mine, nobody's or a teammate's) and **Tag**.

## Who can change tickets

Owners, admins and developers can change a ticket's status, priority, assignee and tags. Billing and viewer roles see them without the controls. Every change is kept in the workspace's audit log.