# Work with tickets

> The ticket queue, statuses, replies and internal notes, mentions, files, merging and follow-ups.

Open **Support** in the sidebar. A customer's tickets also show on that customer's page.

## The queue

At the top, **Support overview** counts your tickets by status: **New**, **Open**, **Pending** and **Solved**.

Under **Ticket queue**:

- **Ongoing** / **Resolved** switches between tickets still being worked on and solved or closed ones.
- Tabs with ready-made views, each with a count: **All tickets**, **My tickets**, **Unassigned**, **Needs first reply**, **Waiting on customer** (status Pending) and **Unmatched** (the sender isn't linked to a contact yet).
- **Search tickets** looks in the ticket number, subject, requester name and email.
- The filter button opens **Filters**: **Assignee**, **Status**, **Priority**, **Channel** and **Type**. **Apply** to use them, **Clear** to remove them.
- Sort by **Opened**, **Last activity** or **Priority**.

The **Waiting** column shows how long a ticket has waited for its first reply.

## Statuses

| Status | Meaning |
|---|---|
| **New** | Received, not yet picked up by an agent. |
| **Open** | Assigned and actively being worked on. |
| **Pending** | Waiting on a reply from the customer. |
| **Hold** | Paused while waiting on someone else, such as another team. |
| **Solved** | Answered. A customer reply reopens it. It closes on its own after the days set in [Ticket rules](/support/ticket-rules/). |
| **Closed** | Finished. A new reply from the customer opens a follow-up ticket. |

A customer reply to a **Solved**, **Pending** or **Hold** ticket sets it back to **Open**.

## On a ticket

The ticket shows the conversation in the middle and, on the right, **Customer context** (health score, lifecycle stage, renewal date, CSM, open tickets), **Assigned to**, **Ticket properties** (Status, Priority, Type, Channel, Source) and **Files in this ticket**.

- **Assign to me**, or pick a teammate under **Assigned to**.
- **Mark as solved** when you are done.
- **Reopen** brings a closed ticket back to Open.

### Reply or internal note

The box under the conversation has two tabs:

- **Public reply** — goes to the requester by email, from your support address. Next to **Send reply** you pick the status the ticket gets; it is **Pending** by default.
- **Internal note** — only your team sees it. The requester never does. Click **Add note**.

Replies need a verified sending domain; see [Set up support email](/support/email-setup/). If a reply can't be sent, it shows **Not sent** with a **Retry** button.

On a **Messenger** ticket, a reply shows in the visitor's Messenger first and is only emailed if they don't see it in time. The ticket shows *"Seen in Messenger"* or *"Emails at … if not seen"* under the reply. See [Conversations and replies](/support/messenger/conversations/).

### Mention a teammate

In an internal note, type `@` and pick a teammate. They get a **Tagged in ticket note** notification. You can mention active full users of your organization.

### Files

Attach files to a reply or note. Up to **9 MB in total per message**. Allowed: images (PNG, JPG, GIF, WebP), PDF, Word, Excel, PowerPoint, CSV and text files.

Files your customers send by email, Messenger or the form are attached to their message, and all files are listed under **Files in this ticket**.

### Unknown sender

When an email comes from an address that isn't a contact, the ticket is **Unmatched** and the right panel shows **Unknown sender**. Pick the contact under **Bind with contact** and **Save**, or add a new contact from the same list. Unmatched tickets can still be answered.

### Website tickets

A ticket from Messenger or the form shows a grey **Email not verified** label under the requester: *"Sent from your website. The address hasn't replied by email yet."* Anyone can type any email address on a website, so until the requester replies by email, your reply emails don't repeat what they wrote.

## Merge tickets

When the same request arrives twice, click **Merge into…** and search this customer's tickets. Pick the ticket to keep and click **Merge**.

All messages and files move to the selected ticket, and this ticket is closed. **This cannot be undone.** You can only merge tickets of the same customer; HubSpot tickets can't be merged.

The merged ticket links to the one it went into (*Merged into*).

## Follow-ups

A customer reply to a **Closed** ticket opens a **follow-up**: a new ticket with a new number, status **New**, the same customer, contact, requester, subject and channel. The two tickets link to each other (*Follow-up of* and *Follow-up*). The follow-up doesn't copy the assignee, priority or type.

## Auto-close

A **Solved** ticket closes after a number of days (default 4) unless the customer replies. Set the days in [Ticket rules](/support/ticket-rules/). HubSpot tickets are not auto-closed.

## Log a ticket by hand

For a phone call or another request that didn't come in by email, click **Create Ticket** in the Support tab.

1. Enter the **Subject** and **Description**. The description becomes the first customer message.
2. Pick the **Customer**, then the **Contact** (or **No contact**). Fill in **Requester name** and **Requester email**.
3. Under **Routing**, set **Channel** (**Phone**, **Email** or **Other**), **Priority**, **Type** and **Assignee**.
4. Click **Create ticket**. It goes to the New queue.

Emails to your support address become tickets on their own; you don't need to log them.

## Who can do what

Organization admins and customer success managers with edit rights can reply, change tickets, merge and create tickets. View-only users can read tickets. See [Team and permissions](/settings/team/).