# Tickets list

> Every customer problem becomes a ticket, categorised automatically — see how the queue is organised and how the team works it.

- Source: https://support.unifunl.io/en/help/support-tickets/tickets-list
- Category: Support tickets (`support-tickets`)
- Language: en
- Updated: 2026-08-20

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When a customer runs into a problem — a late delivery, a damaged product, a complaint — a ticket is created and categorised automatically. The Support space is where your team works that queue.

![The Support tab: every ticket carries a category, a status, a priority and an owner.](https://support.unifunl.io/help/screenshots/08-support.png)

## Automatic categories

The agent classifies each ticket as it is created. The category tells you what kind of problem you are dealing with before you open it:

| Category | Typical case |
| --- | --- |
| Customer Request | A request for information or action that needs a human. |
| Damaged Product | A product arrived damaged or defective. |
| Complaint | An explicit complaint. |
| Negative Sentiment | The customer's tone has deteriorated. Detected automatically, often before the complaint is actually made. |
| AI Limitation | The agent chose to hand over — the request went beyond what it can do. The most useful signal you have for improving your setup. |

## Work the queue

The views on the left organise the work: **All tickets**, **Assigned to me**, **Pending** and **Resolved**. Filters by priority, category and state narrow it further — see [Filtering tickets](https://support.unifunl.io/en/help/support-tickets/filtering-tickets).

**Create Ticket** adds a ticket by hand, for a problem that reached you outside a conversation.

> **A weekly ritual** — filter on the **AI Limitation** category and read the five most recent tickets. Each one tells you exactly what your agent is missing: a policy, a piece of product information, an instruction. Add it in the AI Center and the agent stops escalating that case.

## FAQ and troubleshooting

### Is a ticket the same thing as an escalation?

No. The agent can create a ticket purely to record a request, and keep replying — the ticket is just a trace. There is only an [escalation](https://support.unifunl.io/en/help/inbox/escalation) when a human is genuinely needed, and then the agent goes silent on that conversation.

### Who can see the Support space?

Every role, including members. It is one of the spaces available to the whole workspace.

### Is this the same as the Unifunl help center?

No. Support inside your dashboard is your own ticket list, where you raise problems with your customers' orders. The help center is the site you are reading now.

## What's next?

Open a ticket and see what each part of it means.

[Ticket detail](https://support.unifunl.io/en/help/support-tickets/ticket-detail)

## Related articles

- [Ticket detail](https://support.unifunl.io/en/help/support-tickets/ticket-detail.md): Read a ticket — status and priority, the description, who owns it, the response metrics, and the link back to the conversation.
- [Filtering tickets](https://support.unifunl.io/en/help/support-tickets/filtering-tickets.md): Use the left-hand views and the priority, category and state filters to turn a long queue into a short worklist.
- [Escalation](https://support.unifunl.io/en/help/inbox/escalation.md): What happens when the agent hands a conversation to a human — the yellow note, the silent agent, and how to pick it up.