# Tickets *** ## 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. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.