# Work a ticket

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

Open a ticket to see the full conversation, status, and SLA timer. Reply directly, draft a reply with AI (grounded in your published Help Center articles), change status, or escalate to an issue with one click. When you resolve a ticket, post-resolution CSAT can be sent automatically.

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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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