# Tickets overview

> How the Tickets inbox, ticket conversations, assignment, statuses, inboxes, routing rules, and reply templates fit together.

URL: https://www.agencytitan.com/help/tickets/overview/

The **Tickets** area brings customer requests into one inbox so your agency can triage, reply, assign ownership, and track each request to resolution. Ticket settings control how new messages enter AgencyTitan and how your team responds consistently.

## Four parts of tickets

| Part | What it is |
| --- | --- |
| **Inbox** | The workspace for finding tickets by inbox, quick filter, status, department, client, or search. |
| **Conversation** | The message thread, customer replies, and internal notes for one ticket. |
| **Details** | The ticket's status, priority, assignees, client, department, tags, privacy, SLA information, and activity. |
| **Ticket settings** | Inboxes, ticket statuses, SLA defaults, lifecycle rules, routing rules, reply templates, and assignment behavior. |

Open **Tickets** to work with requests already in AgencyTitan. Open **Settings**, then **Tickets**, when you need to control intake and shared defaults.

![Tickets inbox with Unassigned selected, a search query entered, and one matching New ticket](/docs/screenshots/tickets-v2/tickets-inbox-overview.png)

## From intake to resolution

1. A connected inbox, client portal request, or team member creates a ticket.
2. Intake routing can send a new email ticket to a destination inbox.
3. Inbox defaults and assignment rules help establish the department and owner.
4. A team member reviews the conversation, sends a reply, or adds an internal note.
5. Status and SLA information show what needs attention and what has been resolved.

Tickets can link to a client and to related tasks. See [Clients overview](/help/clients/overview/) and [Core Concepts](/help/getting-started/core-concepts/) for how those records fit together.

## Guides in this category

## Related articles

- [Core Concepts](https://www.agencytitan.com/help/getting-started/core-concepts/): Learn the AgencyTitan product model: workspace, clients, tasks, tickets, escalations, chat, SOPs, training, views, automations, programs, and settings.
- [Clients overview](https://www.agencytitan.com/help/clients/overview/): Understand the Clients list, client record anatomy, Client Profile templates, Info Sheets, notes, programs, tasks, and tickets.
- [Tasks & processes overview](https://www.agencytitan.com/help/tasks/overview/): Understand how task types, process definitions, stages, fields, layouts, assignments, and tasks fit together.
- [Escalations overview](https://www.agencytitan.com/help/escalations/overview/): Understand Escalations, how they differ from tickets and tasks, and how the inbox, statuses, and linked records fit together.
- [Chat overview](https://www.agencytitan.com/help/chat/overview/): Understand Chat, conversation types, and how internal messages differ from tickets and the client portal.