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

# Support Ticket Management

> Handle client support requests with threaded conversations and SLA tracking.

<h2>Overview</h2>
<p>Tickets are created from Support → New Ticket or via email-to-ticket (if configured).</p>
<h3>Highlights</h3>

<ul>
  <li>
    Fill in the subject, description, priority (Low/Medium/High/Critical), assignee, and linked
    client.
  </li>

  <li>
    Reply to tickets in the Support inbox; toggle Internal Note to write notes visible only to your
    team.
  </li>

  <li>Clients receive email notifications of replies.</li>

  <li>
    Each ticket shows an SLA timer; amber warning means approaching breach, red means breached.
  </li>

  <li>Configure SLA rules in Settings → Support → SLA Policies.</li>
  <li>Change ticket status from Open to Pending (waiting on client), Resolved, or Closed.</li>

  <li>
    Create self-service knowledge base articles at Support → Knowledge Base and link them to
    tickets.
  </li>
</ul>


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