# Support Tickets overview

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

Support Tickets is a shared mailbox for customer requests, with SLA tracking and AI reply drafting grounded in your Help Center. Tickets can escalate to the Issue Tracker, and a satisfaction survey can fire automatically when a ticket is resolved.

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## Related Articles

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

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