> 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/understanding-tickets.md).

# Understanding 'Tickets'

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## What are tickets?

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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.

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## What are ticket states?

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. To learn more about ticket states, [click here](/limechat-product-guide/helpdesk/tickets/understanding-tickets/using-ticket-states.md).\ <br>

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How to Create a New Ticket&#x20;
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