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

# Create and follow a ticket

> Track requests that need structured information and a clear lifecycle.

<Note>
  This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.
</Note>

## What you can do

Track requests that need structured information and a clear lifecycle. Where to find it: Tickets.

## Before you start

* Ticket access and an available request type.

## Steps

<Steps>
  <Step>
    Create a ticket, choose the request type, and select the requester. Complete the fields marked required.
  </Step>

  <Step>
    Give it a clear title and enough detail for the next person to understand the request. Choose the permitted status and other fields offered by that type.
  </Step>

  <Step>
    Save and record the ticket number. Search by that number later, or filter the list by status.
  </Step>

  <Step>
    Open the ticket to add a public reply for the customer or a private note for staff. Wait for attachments to be ready before sending.
  </Step>

  <Step>
    Move the ticket through the statuses permitted by its request type. Explain the result to the customer before treating the work as finished.
  </Step>
</Steps>

## Example

Create a Refund review request with the order reference and reason, then keep investigation notes private while sending progress updates publicly.

## Things to know

* Existing tickets retain the rules of the request-type version used to create them. Changing a form does not rewrite every old ticket.
* A ticket field hidden from customers should not be copied into a public reply.

## What happens next

<Check>
  The request has a ticket number, a requester and a visible progress state.
</Check>

## If something goes wrong

<Warning>
  * Save says a field is missing: complete all required fields for the selected type.
  * A status is unavailable: check that type’s allowed transitions and your ticket-write permission.
  * Save timed out: search for the original ticket before creating another.
</Warning>

## Related guides

<CardGroup cols={2}>
  <Card title="Create customer request forms" href="/stackshift-support/ticket-forms">
    Collect the details staff need before a structured request reaches the team.
  </Card>

  <Card title="Offer a customer support portal" href="/stackshift-support/customer-portal">
    Let customers read help articles, submit requests and follow their own conversations.
  </Card>

  <Card title="Reply, add private notes and work together" href="/stackshift-support/reply-and-collaborate">
    Keep customer replies separate from internal discussion.
  </Card>
</CardGroup>


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