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

# Tickets

> Work a call leaves behind, raised by a person, a virtual agent or a flow, with who wrote it recorded on every one.

**Tickets** is FireTone's own ticketing, not a connector to somebody else's
helpdesk. A ticket is a product capability with a life outside the call: a
person opens one from the panel, a supervisor reports on them, and an
agent — human or virtual — is one writer among several.

It is a **module**. An organisation that does not use it does not see the
screen.

## What a ticket carries

A reference number, a subject and body, a status, a priority, the customer,
the team, whoever it is assigned to, and the call it came from.

| Status                   |                       |
| ------------------------ | --------------------- |
| **open**, **pending**    | still somebody's work |
| **resolved**, **closed** | finished              |

Open and pending are the two that count as outstanding. When something asks
for "the last update", it means the ticket somebody is still waiting on, not
one closed six months ago.

Priority runs low, normal, high, urgent.

## Who raised it

Every ticket records whether it came from a **person**, a **virtual agent**
or a **flow**, and that is the first column worth reading.

The distinction tells whoever picks the ticket up how much to trust the
wording, and which of the two people on the call produced it. A ticket
written by a model from what a caller said is not the same artefact as one a
colleague typed.

* **A virtual agent** raises one as a tool during the conversation, including
  the callback ticket it raises when it promises somebody a call back. That
  one is assigned to the profile's callback person and emailed to them as
  well — the ticket is the record, the email is so it is seen today.
* **A flow** raises one from an app-action step, and stays authorless rather
  than borrowing somebody's name.

Both go through the same action as the panel's own **New ticket**, which is
the whole reason the ticket action exists once rather than twice.

## Who can do what

|                                    | Needs           |
| ---------------------------------- | --------------- |
| see tickets and their updates      | `tickets:read`  |
| raise, edit, delete, add an update | `tickets:write` |

Agents read. Supervisors and admins write. An agent sees the tickets
**assigned to them or raised by them**, and nothing else; everyone above sees
the organisation's.

<Note>
  Tickets raised before FireTone recorded an author have none, so an agent
  sees those only where they are assigned to them.
</Note>

## Where tickets show up besides this screen

* On a **call's page**, under what the call produced.
* On a **customer's timeline**, beside their calls, conversations and
  ratings, with a tile counting them.
* In the **in-call panel**, so an agent can see what is already open for the
  person they have just answered.