# Understanding 'Tickets'

***

## What are tickets?

\
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.

***

## 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](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets/understanding-tickets/using-ticket-states).\
\\

{% embed url="<https://drive.google.com/file/d/1ZKizfc-xqYHrshC9dV3pQqtk90jPxsdB/view?usp=sharing>" %}
How to Create a New Ticket&#x20;
{% endembed %}
