# Tickets A **ticket** is the unit of work in a help desk or support system — a recorded customer issue, question, or request that an agent works through to resolution. Tickets are typically created via email, web form, in-product widget, or phone. ## Ticket states - **New / open** — created, unassigned - **Assigned** — has an owner - **In progress** — being worked - **Pending customer** — waiting on customer reply - **Resolved** — fix delivered, awaiting confirmation - **Closed** — confirmed resolved ## Ticket properties - Priority (low / normal / high / urgent) - Category (bug, feature request, billing, general) - SLA target (e.g. first response in 4 hours) - Owner - Customer record (linked) ## Ticket vs. task A ticket is customer-originated; a task is internal-originated. BlueHill treats both as work items linked to customers but maintains the distinction for reporting. ## How BlueHill helps Tickets live alongside tasks, notes, emails, and time entries on the customer record. SLA timers run automatically. Internal notes let agents collaborate without polluting customer-facing replies. Related: [SLA](/glossary/sla) · [Escalations](/glossary/escalations) · [Knowledge base](/glossary/knowledge-base)