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

# Tickets

> Manage support cases with formal tracking: types, statuses and team.

**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.

## What a ticket has

<CardGroup cols={2}>
  <Card title="Type and status" icon="ticket">
    Classify the case (for example, “Incident”, “Return”) and track where it stands (open, in progress, resolved…).
  </Card>

  <Card title="Priority" icon="flag">
    Mark the urgency to handle what's important first.
  </Card>

  <Card title="Followers" icon="user-group">
    Add teammates who should stay in the loop on the case, even if they don't work it.
  </Card>

  <Card title="History" icon="clock-rotate-left">
    Everything that happened on the case stays on record.
  </Card>
</CardGroup>

## Link and merge

You can **link** related tickets or **merge** the ones that are really the same case, to avoid duplicate work.

## 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](/en/analisis/reportes).

<Note>
  Ticket types, statuses, priorities and SLAs are configured in **Settings**. See [Settings](/en/cuenta/ajustes).
</Note>