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

# Tickets overview

> How the ticketing system works in Astradial — create, track, and resolve support tickets from calls and workflows.

The ticketing system helps you track issues, requests, and tasks that come from phone calls, AI bots, or workflow automations. When a caller reports a problem, a ticket is created so your team can follow up.

## How tickets are created

Tickets can be created in three ways:

### 1. From AI bot calls

When an AI voice bot handles a call, it can collect information from the caller and automatically create a ticket. For example, a hotel guest calls and reports a maintenance issue — the bot creates a ticket with the room number, category, and description.

### 2. From workflow automations

Workflows can include a **Create Ticket** action that generates tickets based on incoming data. For example, when a webhook receives a booking, a workflow can create a welcome ticket.

### 3. Manually (coming soon)

Manual ticket creation from the dashboard is being implemented.

## Ticket fields

Each ticket contains:

| Field           | Description                                              |
| --------------- | -------------------------------------------------------- |
| **Guest Name**  | Who reported the issue                                   |
| **Room Number** | Location or reference (used in hospitality)              |
| **Summary**     | A one-line description of the issue                      |
| **Details**     | Full description of the problem                          |
| **Category**    | Type of issue (housekeeping, maintenance, billing, etc.) |
| **Priority**    | How urgent the ticket is                                 |
| **Status**      | Current state of the ticket                              |

## Ticket statuses

| Status          | Meaning                                |
| --------------- | -------------------------------------- |
| **Open**        | Newly created, waiting to be picked up |
| **In Progress** | Someone is working on it               |
| **Closed**      | The issue has been resolved            |

## Priority levels

| Priority   | When to use                                     |
| ---------- | ----------------------------------------------- |
| **Low**    | Non-urgent, can wait                            |
| **Normal** | Standard priority, handle during business hours |
| **High**   | Urgent, needs attention soon                    |
| **Urgent** | Critical, requires immediate action             |

## WhatsApp notifications

Astradial can send WhatsApp messages when ticket statuses change. For example, when a ticket is created, the caller receives a WhatsApp confirmation. When it is resolved, they get a notification.

This is configured through the [WhatsApp integration](/automation/whatsapp).

## Ticket categories

Categories depend on your industry. Here are examples for hospitality:

| Category        | Default Priority |
| --------------- | ---------------- |
| Housekeeping    | Normal           |
| Maintenance     | High             |
| Billing         | Normal           |
| Room Service    | Normal           |
| Noise Complaint | High             |
| Other           | Low              |

## Permissions

| Action                 | Owner | Admin | Manager | Agent |
| ---------------------- | ----- | ----- | ------- | ----- |
| View tickets           | Yes   | Yes   | Yes     | Yes   |
| Create/update tickets  | Yes   | Yes   | Yes     | Yes   |
| Delete/archive tickets | Yes   | Yes   | Yes     | No    |