---
updatedAt: 2026-03-27T23:16:28.000Z
agentTools:
  projectIndex: https://docs.pelcro.com/v2.4/llms.txt
---

# Tickets

# Tickets

Pelcro provides a built-in ticketing system that allows you to track, manage, and resolve customer support requests efficiently. Tickets can be created from the main Tickets page or directly from a specific customer profile.

***

## Overview

The Tickets feature helps you:

* Create and manage support requests
* Assign tickets to collaborators (team members)
* Track ticket status (New, Active, Pending, Completed)
* View and manage tickets globally or per customer

You can access tickets from:

* The **Tickets page** (global view of all tickets)
* A **Customer profile** (tickets related to a specific customer)

***

## How it works

* Tickets are created to track customer issues or requests

* Each ticket includes details such as:
  * Subject
  * Status
  * Reason
  * Assigned collaborator
  * Description

* Tickets can be:
  * Assigned to collaborators
  * Updated as they progress
  * Marked as completed once resolved

* Tickets created from a customer profile are automatically linked to that customer

<Image align="center" src="https://files.readme.io/572a82cc8262891e23b52c29579b53d30d678b95871aa40fac094d06254e7b01-Screenshot_2026-03-28_at_12.21.22_AM.png" />

***

## Creating a Ticket (from Tickets page)

* On the sidebar, go to **Tickets**
* Click **+ Add Ticket**
* Fill in the ticket details (see fields below)
* Click **Create Ticket**

<Image align="center" width="400px" src="https://files.readme.io/f976a890eb4498f215e774b2ccbd58544a5e2efadc091478dcf0f80070d63ef9-Screenshot_2026-03-28_at_12.22.59_AM.png" />

***

## Creating a Ticket (from Customer profile)

* Open the **Customer Profile**
* Navigate to the **Tickets** tab
* Click **+ Add Ticket**
* Fill in the ticket details
* Click **Create Ticket**

The ticket will automatically be linked to that customer and visible in both:

* The customer’s Tickets tab
* The global Tickets page

<Image align="center" src="https://files.readme.io/bec8292f856271c748d8073326875030c763f318c572cbfa10649d26f845a61f-Screenshot_2026-03-28_at_1.14.12_AM.png" />

***

## Ticket Fields

When creating a ticket, you will be asked to fill in the following fields:

* **Subject**\*
  * A short title describing the issue

* **Status**\*
  * Select the ticket status (e.g., New, Active, Pending, Completed)

* **Source**\*
  * Indicates where the ticket originated (e.g., Web, Phone, Email)

* **Reason**\*
  * Categorize the issue (e.g., Missed/Damaged issue, Billing, etc.)

* **Assigned To**
  * Assign the ticket to a collaborator (team member responsible for handling it)

* **Description**\*
  * Provide detailed information about the issue

***

## Managing Tickets

From the Tickets page, you can:

* View all tickets in a table format
* Filter by:
  * Status (New, Active, Pending, Completed)
  * Assignee
* Search tickets by subject, content, or email

<Image align="center" src="https://files.readme.io/46a6b60fe938831978a6fb1acd46fc8eeb37a7c492c640509374b25dfde94cb3-Screenshot_2026-03-28_at_1.15.41_AM.png" />

### Actions

For each ticket, you can:

* **Edit** the ticket
* Mark it as **Complete**
* **Delete** the ticket

***

## Notes

* Assigning tickets ensures clear ownership within your team
* Use statuses to track progress and resolution
* Creating tickets from the customer profile helps keep context tied to the customer

# Sibling pages

* [Fulfillments](https://docs.pelcro.com/v2.4/docs/fulfillments.md)
* [USPS Mail Presorting](https://docs.pelcro.com/v2.4/docs/usps-mail-presorting.md)
* [Automations (Campaigns)](https://docs.pelcro.com/v2.4/docs/campaigns.md)