[Sugester V2 EN](https://sugester.intum.pl/kb/sugester-v2-en.md) / [Helpdesk / Tickets](https://sugester.intum.pl/kb/sugester-v2-en/helpdesk.md)

# [Ticket handling by the operator](https://sugester.intum.pl/kb/sugester-v2-en/ticket-handling-by-the-operator.md)

## Ticket Handling by Operator

Operators handle customer tickets in the admin panel. Tickets come into the system from various sources.

## Ticket Sources

### Email
Tickets are automatically created from incoming emails to the inbox associated with the helpdesk position.

### Widget on the Website
Customers can create tickets directly through the widget embedded on the site.

### Admin Panel
Operators can manually create tickets for customers.

## Customer Information

For each ticket, the following is displayed:

- **Contact Information** - email, phone, first name, and last name
- **CRM Association** - if the customer exists in the CRM database, the ticket is automatically linked
- **Ticket History** - previous tickets from this customer
- **External ID** - customer identifier from an external system (if provided by the widget)

## Ticket Handling

### 1. Acknowledging the Ticket
- Check the customer's information and ticket history
- Assign the ticket to yourself or the appropriate operator
- Set the appropriate status and priority

### 2. Communication with the Customer
- Add internal comments (invisible to the customer) to notes
- Respond to the customer through public comments
- The customer will receive an email notification about the new response

### 3. Sending the Public Link to the Ticket
Each ticket has a unique **public link** that you can send to the customer. The link allows the customer to:
- View the status and history of the ticket without logging in
- Add comments and responses
- Track the progress of the issue resolution

The public link is automatically sent in email notifications (variable `{{ticket_url}}`). You can also copy the link directly from the ticket view.

### 4. Closing the Ticket
- After resolving the issue, change the status to "Closed"
- The customer can reopen the ticket by replying to the email or through the widget

## Assigning Customer from CRM

Tickets are automatically linked to customers by:
- **Email** - matching by the customer's email address
- **External ID** - matching by the external identifier

You can also manually assign a customer by editing the ticket.

## Ticket Statuses

- **New** - fresh submission, requires action
- **In Progress** - the submission is being handled
- **Waiting** - waiting for a response from the customer or external action
- **Closed** - the submission is resolved