> For the complete documentation index, see [llms.txt](https://docs.chamilo.org/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.chamilo.org/3.x/teacher-guide/teacher-guide/tickets.md).

# Support Tickets

The **Tickets** tool is a built-in helpdesk system that lets users submit support requests and track their resolution. Depending on how your platform is configured, you may use it as a **requester** (submitting tickets on behalf of yourself or your learners) or as a **support agent** (responding to tickets assigned to your category).

## How the System Is Organized

Tickets belong to **projects**, which are further divided into **categories**. Each category can have one or more support agents assigned to it. When a ticket is submitted, it is automatically routed to an available agent in the selected category.

Default categories include:

| Category               | Description                                                            |
| ---------------------- | ---------------------------------------------------------------------- |
| Enrollment             | Questions and issues about course or session enrollment                |
| General information    | General platform questions                                             |
| Requests and paperwork | Administrative requests and documentation                              |
| Academic Incidents     | Issues related to exams, assignments, or tasks                         |
| Virtual campus         | Technical issues with the platform                                     |
| Online evaluation      | Issues with a specific course assessment (requires selecting a course) |

## Accessing the Ticket Tool

If your administrator has enabled the ticket link, a ticket icon <img src="/files/EZqIgp5NdHNcINSwAisI" alt="Ticket" data-size="line"> appears in the top navigation bar. Click it to go directly to the ticket submission form.

You can also access your tickets from the main menu under **Support** or **Tickets**, depending on your platform configuration.

## Submitting a Ticket

To open a new support request:

1. Click **New ticket** (or the ticket icon in the top bar).
2. Select the **category** that best matches your issue.
3. If the category requires it (for example, Online evaluation), select the relevant **course**.
4. Enter a **subject** — a short summary of the issue.
5. Write your **message** describing the problem in detail.
6. Optionally attach files (screenshots, documents) to help the support agent understand the issue.
7. Click **Submit**.

The ticket is assigned an ID and routed to a support agent. You will receive a notification when the agent responds.

## Tracking Your Tickets

From the ticket list, you can see all tickets you have submitted and their current status:

| Status      | Meaning                                         |
| ----------- | ----------------------------------------------- |
| New         | Just submitted, not yet reviewed                |
| Pending     | Being reviewed by a support agent               |
| Unconfirmed | Awaiting confirmation or additional information |
| Forwarded   | Transferred to another team or agent            |
| Closed      | Resolved                                        |

Click any ticket to read the full conversation thread and add a reply.

## Replying to a Ticket

Once a ticket is open, you and the support agent exchange messages within the same thread. To add a reply:

1. Open the ticket from your list.
2. Scroll to the reply field at the bottom.
3. Write your response and attach files if needed.
4. Click **Send**.

Both parties receive notifications when a new message is added to the thread.

## Handling Tickets as a Support Agent

If your administrator has assigned you to one or more ticket categories, you will see incoming tickets from learners or colleagues in your queue.

To respond to an assigned ticket:

1. Open your ticket list — assigned tickets appear alongside tickets you have submitted.
2. Click a ticket to read the requester's message.
3. Write a reply and click **Send**. The ticket status updates automatically.
4. When the issue is resolved, change the status to **Closed**.

You can also change the **priority** of a ticket (Low, Normal, High) to help triage your queue.

> Access to ticket categories is controlled by the platform administrator. If you need to be added as a support agent for a category, contact your administrator. See the Admin Guide's [Tickets Settings](/3.x/administration-guide/admin-guide/platform-settings/ticket-settings.md) for configuration options.