> For the complete documentation index, see [llms.txt](https://distance.gitbook.io/distance/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://distance.gitbook.io/distance/getting-started/tickets.md).

# Tickets

### **Introduction**

The **Tickets** feature organizes incoming customer requests from chat, SMS, calls, or social channels. Each ticket captures an inquiry, issue, or follow-up, making it easy to assign ownership, monitor progress, and ensure nothing is overlooked.

<div data-with-frame="true"><figure><img src="/files/TFgeAdMcoRsEUF07aCQo" alt=""><figcaption></figcaption></figure></div>

**Tickets** integrate with AI agents to log conversations, escalate issues, and resolve requests efficiently while maintaining clear visibility for your team.

***

### **Why Tickets matter**

**Track customer requests**. Maintain detailed records so no inquiry is missed.

**Document service issues**. Log and monitor issues for faster, more consistent resolution.

**Team collaboration**. Assign tickets to team members for clear accountability.

**Streamlined workflow**. Use the ticket pipeline to manage ongoing tickets through standard stages.

**Sync with contacts**. Tickets link to new or existing customers, keeping records accurate and centralized.

***

### **How tickets work together**

Tickets turn conversations into structured work your team can track and resolve.

When a customer inquiry needs follow-up, a [**ticket can be created**](/distance/getting-started/tickets/creating-a-ticket.md) to capture the request, link it to the relevant contact, and assign ownership so nothing falls through the cracks.

As ticket volume grows, [**customizing the tickets view**](/distance/getting-started/tickets/customizing-the-tickets-view.md) helps your team stay focused by organizing tickets by status, assignee, or priority.

Together, these tools make it easier to move from incoming conversations to clear action, ensuring customer requests are handled consistently, transparently, and on time.