> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tokensupply.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Handle support tickets

> Track a customer issue, link it to the keys involved, replace faulty keys, and resolve the ticket.

Tickets are how you track and resolve customer issues, most often a key that does not work. A ticket keeps the conversation, the keys involved, and the outcome together in one place. You can raise a ticket yourself, or work one that comes in, replace the faulty keys, and resolve it.

## Create a ticket

<Steps>
  <Step title="Open Tickets">
    Go to **Tickets** and select **Create ticket**.
  </Step>

  <Step title="Describe the issue">
    Give it a title and a description, choose an **Issue Type**, and set a **Priority** (Low, Medium, High, or Critical). You can also pick an **SLA Target** of 24, 48, or 72 hours.
  </Step>

  <Step title="Link the order and keys">
    Enter the **Order ID** the issue is about, then choose the **Product** and use **Add Key** to link the specific keys being reported. Both the order and at least one reported key are required. Linking the keys is what lets you replace them later.
  </Step>

  <Step title="Save">
    Select **Create Ticket**. TokenSupply assigns it a short reference code.
  </Step>
</Steps>

<Tip>
  Raising a ticket from an order fills in the order for you and adds that order's keys as reported keys, so you do not have to find them again.
</Tip>

<Note>
  A key can only be tied to one open ticket at a time. If a key is already on an open ticket, TokenSupply points you to that ticket instead of letting you file a second one. Once the earlier ticket is Resolved or Closed, the key can be ticketed again.
</Note>

## Statuses

A ticket moves through four states:

| Status      | What it means                                 |
| ----------- | --------------------------------------------- |
| Open        | The issue is logged and waiting to be worked. |
| In Progress | Someone is working on it.                     |
| Resolved    | The issue has been settled.                   |
| Closed      | The ticket is finished and archived.          |

## Work the ticket

Open a ticket to see its conversation. Add notes to keep a record or to talk to an assigned vendor, and attach files where they help. You can edit or delete your own messages. You can also assign a ticket to a vendor to work in the Vendor Portal. When the vendor marks their side as resolved, a **Vendor resolved** entry appears in the ticket's activity.

The **Order details** panel shows the linked order. If that order can no longer be found, the panel says **This order might have been deleted.**

<Warning>
  You cannot add a note once a ticket is Resolved or Closed. Finish any back and forth before you resolve it. A closed ticket is read-only.
</Warning>

## Replace a faulty key

The ticket's **Reported keys** table lists every key on the ticket. To swap one out:

1. Select **Replace** on the key's row.
2. Paste the new key value.
3. Select **Replace key**.

The old value is recorded in that key's replacement history, so you keep a trail of what was swapped. A replaced key shows a count badge next to its reference. Select the badge to open its replacement history.

Replacing a key does not resolve the ticket. Replace each key that needs it, then resolve the ticket yourself. Once a ticket is Resolved or Closed, **Replace** no longer appears.

## Resolve a ticket

A ticket moves one step at a time. Use the button at the top of the ticket to move it forward, such as **Mark as In Progress** or **Mark as Resolved**. To step back, use **Back to** followed by the previous status, for example **Back to In Progress** on a Resolved ticket. An In Progress ticket cannot go back to Open, and a Closed ticket cannot be reopened.

If the order linked to a ticket is refunded, TokenSupply closes the ticket automatically.

## Next

<CardGroup cols={2}>
  <Card title="How fulfilment works" icon="rotate-left" href="/guides/selling-fulfilment/how-fulfilment-works">
    Refunding and cancelling an order from the order page.
  </Card>

  <Card title="The delivery portal" icon="paper-plane" href="/guides/selling-fulfilment/the-delivery-portal">
    Where buyers collect their keys and reach your store's support.
  </Card>
</CardGroup>