--- title: "View & Manage Ticket Entries" description: "**“Tickets”** allows you to view and manage all ticket entries in **[Fluent Support](https://fluentsupport.com/)**. Also, you can have some specific user summary & customer info in one place. This article will help you to learn about the overview of this **“Tickets”**…" url: "https://fluentsupport.com/docs/view-manage-ticket-entries/" updated: "2025-05-28" category: Business Management --- # View & Manage Ticket Entries **“Tickets”** allows you to view and manage all ticket entries in **[Fluent Support](https://fluentsupport.com/)**. Also, you can have some specific user summary & customer info in one place. This article will help you to learn about the overview of this **“Tickets”** feature. ## Tickets To learn where you can easily **View Tickets** using**Fluent Support**, follow the steps with the screenshots below — Go to your Fluent Support **Dashboard** & click on **Tickets.** ![Tickets from Fluent Support Dashboard](https://fluentsupport.com/wp-content/uploads/2024/06/Dashboard-Tickets-scaled.webp) After going to “**Tickets”** you will find another four **Sections** to view and manage your overall tickets. These are — - **All Tickets:** You will find every ticket here that you can easily view. - **My Tickets:** You will only see the tickets that are assigned to you i.e., one specific agent. - **Unassigned:**You will find tickets that are not assigned to any agents. - **Bookmarks:** All the bookmarked tickets will be stored in this section. ![All Ticket's Sections](https://fluentsupport.com/wp-content/uploads/2024/06/Four-sections.webp) ## Settings Inside A Specific Ticket To learn about all settings inside a specific ticket, follow the guidelines below — Click on the preferred ticket from the list of tickets, and then the individual ticket page will open up, displaying the ticket entries along with all the customer data. ### Settings Located On The Left-Hand Side Of A Ticket ![Left-hand side settings](https://fluentsupport.com/wp-content/uploads/2024/09/Left-side-settings--scaled.webp) A brief explanation of the settings shown in the screenshot above is given below — **A)** **Reply:** This allows you to provide the **Reply/Replies** to your ticket. To reply to a ticket, use the "**Chat Icon"** to open the text editor. You can format your response in bold and italic. You can attach **Links**. You can add media with the "**Add Media"** option or click the **Click to Upload** to upload any file externally. Or, you can directly **Paste**/**Attach** any **copied** **files** by typing "**Command+V**" (for MAC) or "**Ctrl+V**" (for Windows) on your keyboard. **Send as Informational Reply:** This option lets you respond to a ticket without changing its status. It's used to share updates or general info, and by selecting this option, your ticket will still remain in the **"Waiting"**timestamp. Once you are done, click the "**Add Reply**" or "**Reply and Close**" to finish and reply to the ticket. ![](https://fluentsupport.com/wp-content/uploads/2021/10/Ticket-Reply--scaled.webp) **B)** **Internal Note:** This lets you keep notes internally for better responses. Click the "**Notebook Icon"** at the top to add notes about your users for better ticket management. Only Support Agents can see the notes. To learn more about Internal Notes, [**click here**](https://fluentsupport.com/docs/internal-notes/). **C)** This icon allows you to run [Automatic Workflows](https://fluentsupport.com/docs/automatic-workflow/)you have created. **D)** This "`👤`" setting allows you to change the agent assigned to this ticket at any moment. **E)**This is an "[AI Assistant](https://fluentsupport.com/docs/features-of-openai-integration-in-fluent-support/#1-toc-title)" icon that will give you two options for summarizing an entire ticket conversation including their satisfaction status level **F)** This "+" icon can help you categorize the tickets and assign certain tags to mark any tickets. ### Settings Located On The Right-Hand Side Of A Ticket ![Right-side settings of a ticket](https://fluentsupport.com/wp-content/uploads/2024/06/Right-side-settings-scaled.webp) A brief explanation of the settings shown in the screenshot above is given below — - **a** ) This displays the current **Status** of your ticket, which can be either **Active**, **New**, or **Closed.** - **b** ) This shows your ticket's priority level **(Normal, Medium, Critical),** which the support agent sets. - **c** ) This also shows your ticket's priority level **(Normal, Medium, Critical),** which the customer/client sets. - **d )** This “**Refresh** **Icon”** lets you update ticket entries with the latest information. - **e** ) This “**Close”** button lets you close an active or open ticket. - **f** ) This allows you to sort your tickets based on the product associated with your ticket. - **g** ) This allows you to sort your tickets based on the **Business Inbox** associated with your ticket. - **h** ) This allows you to **Merge/Bookmark/Close tickets silently/Delete** your ticket. - **i** ) This allows you to update/change the basic information of your customer profile. Also, using this setting, you can block the customer profile if you want - **j** ) In this section, you can view the customer profile, which includes the customer's name, email, subscription status, user ID, overall ticket statistics, and FluentCRM data. - **k** ) This section shows all the data related to the [**Integrations**](https://fluentsupport.com/docs/integration_statuses/). For instance, if a user is a Woocommerce customer, their Woocommerce purchase **ID** will also be displayed here. Similarly, any LMS or membership integrations will show the related data here. - **L** ) This section shows all the **Previous Conversations** with the customers. If you have any further questions, concerns, or suggestions, please do not hesitate to contact our [**@support team**](https://wpmanageninja.com/support-tickets/?utm_source=wpmn&utm_medium=home&utm_campaign=site#/). Thank you.