> ## Documentation Index
> Fetch the complete documentation index at: https://docs.lynkacrm.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer support and ticket management

> Learn how Lynka Support manages tickets, assignment, priority, status, SLA, escalation, automation, customer context, and support reporting.

Support keeps customer issues in the same workspace as the company, deal, invoice, and other commercial context that can help the team resolve them.

The area contains an **Overview** and **Tickets** workspace, with list and Kanban presentations, filters, ticket details, notes, assignment, SLA data, and automation.

## Create tickets with customer context

The ticket form requires a company or customer relationship. If you link a deal, the current UI only offers deals belonging to the selected company.

That protects the support history from being attached to an unrelated opportunity.

A ticket can include type, category, title, detailed description, impact, priority, assignee, and status context.

See [Create a support ticket](/product/support/tickets/create-ticket).

## Assignment and queue management

Assignment tells the team who owns the response. Ticket assignment is protected separately from ordinary editing.

On desktop, the Tickets view can use list and Kanban surfaces. Mobile uses compact ticket cards and mobile filters.

Automation can surface unassigned tickets and tickets that have been idle too long.

## SLA

First response and resolution timing are separate. A team can respond on time but resolve late, or miss the first-response target while resolving the issue quickly later.

Lynka distinguishes tickets that are **at risk** from tickets that have already **breached** the configured SLA.

Built in support rules include Ticket waiting for first response, Ticket SLA at risk, Ticket SLA breached, Ticket reopened repeatedly, Ticket idle too long, and Ticket has no assignee.

## Support reporting

The active catalog includes Incoming Ticket Volume, First Reply Time, Resolution Time, SLA Compliance, and Ticket Backlog by Status.

Support reporting follows your workspace status configuration and reporting timezone rather than assuming every workspace uses the same visible status names.

## Permissions and plan access

Support is part of the broader paid product capability. Ticket creation, editing, and assignment have separate permissions. A support user can therefore work tickets without receiving broad Sales or Accounting access.

## Next steps

* [Assign and manage tickets](/product/support/tickets/assign-manage)
* [Understand ticket SLA](/product/support/sla/understand-sla)
* [Support resolution workflow](/workflows/support-resolution)