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Change status Assign to an agent Add or remove tags Apply a macro
Merge: Combine duplicate tickets into one Split: Break a multi-issue ticket into separate tickets
How to Manage Support Tickets
Last updated: 2026-04-08
ticketsmanagementworkflowstatus
Ticket Management
Tickets are the core of Kamili Help Desk. Every customer inquiry creates a ticket that your team can track, assign, and resolve.
Ticket Lifecycle
Working with Tickets
Assign: Click the assignee field to assign a ticket to yourself or another agent. Auto-assignment distributes tickets based on your configured strategy (round-robin, load-balanced, or skill-based).
Reply: Type your response in the reply editor. Use the AI copilot for suggestions, or insert a canned response macro.
Internal Notes: Click the "Note" tab to add private notes visible only to agents. Useful for context or handoff information.
Tags: Add tags to categorize tickets for routing and reporting.
Priority: Set priority (Low, Normal, High, Urgent) to control SLA timers.
Bulk Actions
Select multiple tickets from the list view to: