> For the complete documentation index, see [llms.txt](https://limechatai.gitbook.io/limechat-product-guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets.md).

# Tickets

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## Introduction

In LimeChat, "tickets" refer to the structured interactions between a customer and a support representative or an AI bot. These tickets encompass the entire history of messages exchanged during the conversation, providing a comprehensive view of the interaction. The purpose of tickets is to ensure that all relevant information is organized and easily accessible for both the customer and the support team. 

Each ticket is defined by its current state, which indicates the progress or status of the issue being addressed. Understanding the state of a ticket is crucial for effective resolution and communication.