> ## 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.

# Assign and manage support tickets

> Assign ticket ownership, move status, use list or Kanban views, and understand the automation signals that keep support work from going stale.

Once a ticket exists, the support team's main job is to keep responsibility and next action clear. Assignment, status, priority, activity, and SLA data make that possible.

## Assign the ticket

Use the ticket assignment control to choose the person responsible. Assignment requires `ticket.assign`, which is separate from `ticket.edit`.

If a ticket has no assignee, the built in **Ticket has no assignee** rule can surface it for attention.

## Work the queue

Desktop supports list and Kanban-style ticket surfaces with filters, status, priority, type, and related controls. Mobile converts the list into cards and mobile filter actions.

Use list view for dense sorting and comparison. Use Kanban when status distribution and workflow movement matter more.

## Stale and reopened work

The automation catalog includes:

* Ticket idle too long
* Ticket reopened repeatedly
* Ticket waiting for first response
* Ticket SLA at risk
* Ticket SLA breached

These rules help distinguish ordinary open work from tickets that need immediate attention.

## Status versus SLA

Changing a status does not automatically erase SLA history. Response and resolution timing should reflect the actual customer-service events tracked by the ticketing backend.

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

## Permissions

A support user can have ticket creation and editing without access to unrelated Sales, Accounting, or Inventory areas. Product area access and ticket action permissions are resolved separately.

## Related articles

* [Create a ticket](/product/support/tickets/create-ticket)
* [Understand SLA and escalation](/product/support/sla-automation)