# Managing Tickets

**Category:** [Support Tickets](https://help.totalctrl.app/hc/totalctrl/totalctrl-help-center/en-US/categories/support)
**Updated:** 2026-08-19

## Replying to a ticket

Open a ticket and type in the reply box. Click **Send** to send the reply to the customer. Use **Internal note** to leave a comment visible only to your team.

## Escalating to Issues

For bug reports, click **Escalate to issue**. TotalCtrl creates a linked issue in the Issue Tracker bidirectionally.

## AI reply draft

Click **Draft reply with AI** on any open ticket. TotalCtrl analyses the ticket thread and your Help Center articles, then generates a suggested reply. Review and edit before sending.

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## Related Articles

- [Support Tickets overview](https://help.totalctrl.app/en-US/articles/support-overview-1)
- [Setting Up Your Mailbox](https://help.totalctrl.app/en-US/articles/setting-up-your-mailbox)
- [Support Overview](https://help.totalctrl.app/en-US/articles/support-overview)
- [Follow-up satisfaction surveys (CSAT / NPS)](https://help.totalctrl.app/en-US/articles/support-followup-surveys)
- [AI Replies: draft or auto-answer support tickets](https://help.totalctrl.app/en-US/articles/support-ai-replies)

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