Where tickets come from
Customers raise tickets in the customer portal: a question, a report of something suspicious, or a request. Each ticket is a thread on one organization. Tickets also arrive from playbooks configured to open one.
Working tickets
Tickets in the console lists open threads across your scope. Reply from the thread; the customer sees the reply in the portal and receives a notification if their preferences allow. Link a ticket to a case when it becomes one; the customer then sees the case's curated summary.
Closing
Close a ticket with a final reply. The customer can reopen it from the portal. Every message and state change is audited.