# Support Overview

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

## What is Support?

Support is a shared team inbox for managing customer support tickets — your team can receive, assign, reply to, and resolve tickets from one place, with a full conversation history per ticket.

## Key concepts

  
- **Mailbox:** An email address (e.g. support@yourcompany.com) that feeds tickets into the system.
  
- **Ticket:** A support conversation with a contact, including all messages, internal notes, labels, and custom fields.

## Ticket statuses

  
- New → Open → Pending → On hold / Snoozed → Resolved → Closed

## Severity levels

  
- Low · Normal · High · Urgent · Critical

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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)
- [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)
- [Work a ticket](https://help.totalctrl.app/en-US/articles/work-a-ticket)

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