> ## Documentation Index
> Fetch the complete documentation index at: https://docs.sellfern.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Tickets

> Create, track, and resolve internal support tickets between team members, fulfillment, and admins.

**Support Tickets** (linked at the bottom of the sidebar) is Sellfern's internal ticketing system. Use it when an order has a problem someone else needs to handle — a customer changed their address, a supplier reported a print defect, or an admin needs to fix data.

<Frame caption="The Support Tickets page — ticket list and status filters">
  <img src="https://mintcdn.com/sellfern-0fb1d536/K_oh9xsjWoJRZez3/images/screenshots/support-tickets.png?fit=max&auto=format&n=K_oh9xsjWoJRZez3&q=85&s=cdcd44e0459530d7b0eb4ea6b356a1f5" alt="Support Tickets" width="2880" height="1800" data-path="images/screenshots/support-tickets.png" />
</Frame>

## Creating a ticket

<Steps>
  <Step title="Open Support Tickets">
    Click **Support Tickets** at the bottom of the sidebar.
  </Step>

  <Step title="Create a new ticket">
    Click the create button and fill in:

    * **Title** — short, stating the core problem.
    * **Description** — details, including the order ID if it concerns an order.
    * **Priority** — so the assignee knows what to handle first.
  </Step>

  <Step title="Follow up and discuss">
    Every ticket has a **comment** thread. People involved discuss directly in the ticket instead of external chat, so the full context stays in one place.
  </Step>
</Steps>

## Ticket lifecycle

| Status          | Meaning                                      |
| --------------- | -------------------------------------------- |
| **Open**        | Newly created, not yet picked up             |
| **In Progress** | Being worked on                              |
| **Resolved**    | Done, awaiting confirmation from the creator |
| **Closed**      | Closed                                       |

Recommended flow: the assignee moves the ticket to **In Progress** when starting and to **Resolved** when done; the creator verifies and **Closes** it.

## Access

Support Tickets is visible to the **Manager**, **Support**, and **Fulfillment Support** roles, or any user granted the `tickets` page permission in **Settings → Users**. Admins always have access.

<Tip>
  The AI Agent (if enabled for your organization) can create tickets and add comments on your behalf — see [AI Assistant](/features/ai-assistant).
</Tip>