> ## 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 tickets

> See the support tickets routed to you for your products or orders, and reply to keep them moving.

When a store needs your help on a product or order you supply, it routes a support ticket to you. Open **Tickets** from the sidebar to see every ticket assigned to you in the current store.

## Find a ticket

The Tickets list shows each ticket's **Ticket** code, **Subject**, **Product**, **Order ID**, **Keys**, **Priority**, **Status**, and **Created** date. You can:

* Filter by status using the tabs across the top.
* Search by ticket code or subject.
* Sort by **Created**, **Ticket**, **Severity**, or **Status**.
* Export the list to a CSV file.

Select a ticket to open it.

## Statuses and severity

A ticket carries a status: **Open**, **In Progress**, **Resolved**, or **Closed**. Its severity (shown in the **Priority** column) is one of **Low**, **Medium**, **High**, or **Critical**, so you can see which tickets are most urgent.

## Open and reply

A ticket detail page shows a summary (the subject, issue type, status, and severity), the **Reported keys**, and the **Order details**, alongside a **Conversation** panel.

<Steps>
  <Step title="Read the thread">
    The conversation shows the messages so far, each with who sent it and when. A ticket with no messages yet invites you to start the conversation.
  </Step>

  <Step title="Write a reply">
    Type your reply in the **Write a reply…** box. Select **Attach** to add files. Then select **Send**. Your message is added to the thread.
  </Step>
</Steps>

You can edit or delete your own messages. Hover over a message you sent to see the options.

## Replace a reported key

The **Reported keys** table lists the keys the ticket is about, with their reference, expiry, and status. Keys are masked. Select a masked key to reveal it.

<Steps>
  <Step title="Start the replacement">
    Select **Replace** on the key's row.
  </Step>

  <Step title="Enter the new key">
    Paste the replacement under **New key value**, then select **Replace key**.
  </Step>
</Steps>

The row then reads **Replaced**. The old value is kept, and you can open the key's **Replacement history** from the count badge next to its reference. Replacing a key does not resolve the ticket. The store resolves or closes it.

The **Order details** panel shows the order the ticket is linked to, when there is one.

<Note>
  Resolved and Closed tickets are read-only. You can still read the full conversation, but the reply box and the **Replace** button are not shown once a ticket is resolved or closed.
</Note>

## Next

<CardGroup cols={2}>
  <Card title="Fulfil purchase orders" icon="upload" href="/vendor-portal/fulfil-purchase-orders">
    Deliver keys for the orders a ticket may be about.
  </Card>

  <Card title="Your dashboard" icon="gauge" href="/vendor-portal/dashboard">
    See how many tickets are open across this store.
  </Card>
</CardGroup>