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The Tickets entry in the Analytics block is a shortcut into Chamilo's support ticket system — it opens directly on the ticket list, not a settings page.
From the administration panel, click Analytics > Tickets.
The ticket list where support requests are tracked and answered — the same ticket system covered from a support-agent perspective in the Teacher Guide's Support Tickets page.
To configure the ticket system itself (categories, priorities, assigned staff), see Ticket Settings under Configuration Settings.
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