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

# Tickets

> Track the issues and complaints your agents log during calls, update their status, and call customers back when they're resolved.

## What are tickets

A **ticket** is an issue or complaint that one of your agents logs during a call. When a caller reports a problem, the agent creates a ticket with the contact’s details and a description, so your team can step in and solve it.

Tickets are created by agents that have **Issue & Complaint Tracking** turned on in the **Call Action** tab. See [AI Agents](/Create-AI-Agent/Create-Agent-Enchanced).

You’ll find them in the left menu, under **Telephony** ([open it here](https://app.callin.io/tickets)).

![Tickets page with the Callback configuration and Refresh buttons, the All, In Progress, Resolved and Archived filters, the Search tickets box and the No tickets found message](https://mintcdn.com/lechusai/63N5Bbt0NKp5ZAJy/images/tickets-list.png?fit=max\&auto=format\&n=63N5Bbt0NKp5ZAJy\&q=85\&s=e36f4c2a8ada529f4f654c0761dc5629)

Screenshot: the Tickets page. When your agents log issues, they appear here.

## Find your tickets

* Use the filters **All**, **In Progress**, **Resolved**, and **Archived** to see tickets by status.
* Use **Search tickets…** to find a ticket.
* Click **Refresh** to load the latest tickets.

For each ticket you can see its **Ticket ID**, **Contact name**, **Phone number**, **Email**, **Opening date**, **Subject**, **Status**, **Operator comment**, and when it was **Last updated**.

> **Tip:** You can also find the calls linked to a ticket in [Call History](/Create-AI-Agent/Call-Actions), with the **Ticket ID** filter.

## Work on a ticket

From each ticket you can:

* **View ticket**: open the **Ticket Detail**.
* **Set In progress**: mark that your team is working on it.
* **Set Resolved**: mark it as solved.
* **Archive**: move it out of the active list.
* **Copy ticket ID**: copy the ID to share it or to search for the call.

When you change the status (**Update status**), you can add a **Comment (optional)**: a note for this status change, such as what was done. You’ll see **Status updated successfully**.

You can also create a ticket by hand with **Add ticket**, with a **Subject**, an **Issue description**, and **Additional notes**.

### Ticket Detail

The detail of a ticket shows:

* The contact’s details, the subject, and the **Issue description**.
* **Status history**: every status change, with its comment.
* **Callback activity**: the callbacks made for this ticket and their status (**Generated**, **Executed**, **Failed**, or **Completed**).
* **Make manual callback**: call the customer back now.

## Callback configuration

A **callback** is a call the agent makes to the customer to tell them how their issue was solved. Click **Callback configuration** to set it up:

* **Callback execution**:
  * **Automatic**: the callback is made automatically when the ticket status changes to **Resolved**.
  * **Manual**: you start the callback yourself with **Make manual callback**.
* **Resolution script**: the message read to the contact during the callback. Personalize it with the **Available variables**: `{{ticket_date}}`, `{{ticket_subject}}`, `{{operator_comment}}`, and `{{contact_name}}`.

Click **Save configuration**. You’ll see **Configuration saved**.

> **Example:** *“Hello `{{contact_name}}`, we’re calling about the issue you reported on `{{ticket_date}}`: `{{ticket_subject}}`. `{{operator_comment}}` Is there anything else we can help you with?”*

> **Important:** Write a clear **Operator comment** when you resolve a ticket. With `{{operator_comment}}` in the script, that comment is what the customer hears.

## Troubleshooting

**Issue:** No tickets appear.\
**Cause:** No agent has **Issue & Complaint Tracking** turned on, or no caller has reported an issue yet.\
**Fix:** Turn on **Issue & Complaint Tracking** in the agent’s **Call Action** tab and click **Refresh**.

**Issue:** The customer wasn’t called back after I resolved the ticket.\
**Cause:** **Callback execution** is set to **Manual**, or the callback failed.\
**Fix:** Check **Callback activity** in the ticket, and use **Make manual callback** or switch to **Automatic**.

**Issue:** The callback message sounds incomplete.\
**Cause:** The ticket has no subject or operator comment.\
**Fix:** Fill in the subject and add a comment when you change the status.


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