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Tickets are the way to work support cases that need more formal tracking than a chat conversation —typically, those that arrive by email to an inbox in ticket mode.

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What a ticket has

Type and status

Classify the case (for example, “Incident”, “Return”) and track where it stands (open, in progress, resolved…).

Priority

Mark the urgency to handle what’s important first.

Followers

Add teammates who should stay in the loop on the case, even if they don’t work it.

History

Everything that happened on the case stays on record.
You can link related tickets or merge the ones that are really the same case, to avoid duplicate work.

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SLA (service times)

Your team can define service-level agreements (SLA): for example, “respond in under 1 hour”. ApyConnect watches those times and alerts you before you breach them. The results show up in reports.
Ticket types, statuses, priorities and SLAs are configured in Settings. See Settings.