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

# Work a ticket

> Open a ticket, read its history, comment and @mention a teammate, set the owner, watchers and status, message the customer, and close it out.

A ticket is a piece of follow-up somebody owns: an unhappy review to answer, a
low survey score to call back, a problem a customer reported. It carries a
status, an owner, watchers, a comment thread and a full history of who did what.

Click **Tickets** in the left navigation.

## Step 1: Find the ticket

The subnav gives you four standard views, each with a live count:

* **Assigned to Me** — the default landing view; the ones you own
* **Open Tickets** — everything still open
* **Watching** — tickets you asked to follow
* **Closed** — the ones that are done

Saved views your team has created appear underneath.

Narrow further with the filter bar: **Location**, **Status**, **Status Type**
(**Not Started**, **In Progress**, **Done**), **Created Date**, **Owner**
(including **Assigned to me** and **Unassigned**), **Watcher** (including
**Watching (me)**), **Custom**, a sort toggle between **Newest First** and
**Oldest First**, and a search box, *"Search tickets..."*.

Each ticket is a card. Click it to open.

<Info>
  Landed on a filter set you'll want again? Save it — it becomes its own subnav
  entry with a live count, alongside the four standard views.
</Info>

## Step 2: Read what happened

The ticket page opens with the ticket's name and number at the top, then a
toolbar with the date, the location, the status, the owner and the watcher
count.

Under that, if the ticket came from somewhere, you get the source: the review
itself for a review ticket, the survey response for a survey ticket, or the
description someone typed for a ticket raised by hand.

Then two tabs:

* **Activity & Notes** — the history and the comment thread, oldest first
* **Customer Messages** — the message thread with the customer

The activity timeline records everything automatically. Entries read like
"Ticket created", "Ticket status updated from **New** to **In Progress**",
"Ticket assigned to **Dana Reyes**", "Ticket closed", "Ticket reopened",
"Ticket name updated to …", "Ticket location changed to …". Entries Liftify
recorded by itself show as **System**.

## Step 3: Set the status, owner, and watchers

All three are edited straight from the toolbar, and each saves the moment you
pick — there is no separate save.

**Status.** Click the colored status pill and pick a new one. Your account's
statuses are grouped under **Not Started**, **In Progress**, and **Done**.

**Owner.** Click the name — or **Unassigned** — and pick a teammate. There's a
**Search people...** box, and **Unassigned** at the top to hand it back to the
pool.

**Watchers.** Click the eye icon with the count. Under **Select Watchers**, tick
everyone who should follow the ticket. Watching doesn't make anyone responsible
for the ticket — it decides who gets emailed about it.

<Warning>
  Emails about a ticket go to its **watchers and its owner**, nobody else. If you
  want a colleague kept in the loop, add them as a watcher — having permission to
  see tickets is not enough on its own to get them notified.
</Warning>

## Step 4: Comment and @mention

The comment box sits at the bottom of **Activity & Notes**, prompting *"Add a
comment - use @ to mention someone"*.

1. Type your note. Comments are internal — they are not sent to the customer.
2. To pull a colleague in, type `@` and start their name. Pick them from the list that appears. They'll be emailed about the mention.
3. **Templates** next to the button drops in a saved response instead of typing it out, if your role includes response templates.
4. Click **Save**.

Your own comments get **Edit** and **Delete** controls underneath. An edited
comment is marked *(edited)*. You can only edit or delete comments you wrote.

## Step 5: Message the customer

Comments stay internal. To actually contact the customer, use the **Customer
Messages** tab — it's the same thread you'd see in the Inbox, with the same
composer.

If the ticket has no contact attached, the tab says **Link a contact to send
messages** — *"A contact must be associated with this ticket before you can view
or send messages."* Link one first (below).

## Step 6: Link a contact, if the ticket doesn't have one

A ticket raised from an anonymous review or an unmatched survey response has no
contact. The details sidebar says so — *"This review is not linked to a
contact."* — and shows a **Link to Contact** button.

Click it and either search your contacts (*"Search contacts by name, email, or
phone..."*) or fill in **First Name**, **Last Name**, **Email**, **Phone** and
**Location** to create one, then click **Link**. Liftify confirms with "Contact
linked successfully."

If the details you enter match a contact you already have, Liftify says so and
offers **Use this contact** rather than creating a duplicate.

Once linked, the sidebar shows **Customer**, **Email**, **Phone Number**,
**Created**, **Last Activity**, any custom fields with a value, and a **View
All** link to the full contact record.

## Step 7: Edit or close the ticket

**Edit ticket** — in the header, or **Edit Ticket** in the **Actions** menu —
opens **Edit Ticket**, where you can change **Name**, **Description** and
**Location** (including **No location**). Click **Save Changes**; Liftify
confirms "Ticket updated successfully."

**Closing a ticket means moving it to a Done status.** There is no separate
close button. Pick a status in the **Done** group — your account's default set
ends with *Resolved* and *Closed* — and the timeline records "Ticket closed".
Moving it back to an open status records "Ticket reopened".

**Delete Ticket**, in the **Actions** menu, removes it permanently after a
confirmation. Only do this for tickets raised in error — deleting takes the
whole history with it. Prefer a **Done** status.

## Create a ticket by hand

1. Click **Create Ticket** on the tickets list.
2. Pick who it's about: search your contacts, or click **New Contact** and fill in the contact form.
3. On the next screen fill in the **Details**: **Status**, **Title** (*"Short summary of the issue"*), **Description** (*"Additional details about the issue"*), **Owner**, and **Watchers**. **Title** and **Description** are both required.
4. Click **Create**. Liftify confirms "Ticket created successfully."

**Change Contact** takes you back a step if you picked the wrong person.

Tickets can also open themselves from a bad review or a low survey score — see
[Create tickets automatically](/tickets/create-tickets-automatically).

## Export the list

**Export CSV** on the tickets list exports what you're currently looking at, so
filter first. A window tracks the job and shows **Your CSV is Ready** with a
**Download** button when it's finished.

## Change the statuses your team uses

Click **Manage Statuses** in the subnav. Statuses are grouped into **Not
Started**, **In Progress** and **Done**, and the page explains: *"Customize the
statuses used to track ticket progress. Drag statuses within a group to reorder
them."*

* **Add New Status** — set **Status Type**, **Name** (*"e.g. In Review"*) and **Color**, then click **Add Status**.
* Edit an existing one inline and click **Save Changes**.
* Drag by the handle to reorder within a group. You can't drag a status into a different group.
* **Default status for assigned tickets** — *"A new ticket moves here automatically when it gets an owner. Only one status can hold this; picking it here removes it from the current one."*

Two deletions are refused, because they'd break the workflow:

* *"You can't delete the only status new tickets start in. Set another status as the default first."*
* *"You can't delete the only Done status. Add another Done status first."*

And a status still in use can't go either: *"Cannot delete a status that has
tickets assigned to it."* Move those tickets first.

## Troubleshooting

**A ticket I'm watching is read-only.** Watching lets you see and follow a
ticket, not change it. If you need to work it, get it assigned to you.

**I can't find a ticket a teammate mentioned.** The default view is **Assigned
to Me**. Switch to **Open Tickets**, or **Closed** if it's already done.

**The tickets list is empty and says "No tickets assigned to you".** That's the
default view doing its job — click **View all open tickets**.

**A teammate isn't in the Owner or Watcher list.** Owners and watchers have to
have access to the ticket's location. Change the ticket's location, or ask
whoever administers your account about that person's location access.

**Nobody got an email about a ticket.** Check the owner and the watcher list —
those are the only people notified.

**I can't edit someone else's comment.** By design. Only the author can edit or
delete a comment.