> ## Documentation Index
> Fetch the complete documentation index at: https://docs.oration.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Tickets FAQ

> Short answers to the questions teams hit first when they roll out Oration tickets.

## Setup

<AccordionGroup>
  <Accordion title="Where do I configure tickets?">
    **Settings → Contact Center → Tickets**, then **Ticket Types** or **Ticket Statuses**. Day-to-day work is the **Tickets** app in the main sidebar.
  </Accordion>

  <Accordion title="We have no statuses after creating a workspace.">
    New workspaces receive five system statuses automatically. If the list is empty, contact [developers@oration.ai](mailto:developers@oration.ai). Do not try to recreate the system slugs by hand unless support asks you to.
  </Accordion>

  <Accordion title="Can I delete a system status?">
    No. System statuses cannot be archived or cloned. You can rename labels and change colors. For extra states, [create a custom status](/guides/tickets/statuses/customize).
  </Accordion>
</AccordionGroup>

## Types and categories

<AccordionGroup>
  <Accordion title="What is the difference between a type and a category?">
    **Category** is the behavior family: customer, back-office, or tracker. **Type** is a named use case inside that family, such as Refund (customer) or Fraud review (back-office). See [Ticket categories](/guides/tickets/types/categories).
  </Accordion>

  <Accordion title="Can I change a type from customer to tracker later?">
    Create a new type in the other category. Existing tickets keep the category they were created with. Cloning copies the original category.
  </Accordion>

  <Accordion title="Why can’t I share this ticket?">
    Either it is a **tracker** (never shared), or it is **back-office** and the type has sharing off, or sharing is on at the type but the ticket’s own shared switch is still off. [Assign and share](/guides/tickets/working/assign-and-share) explains the two levels.
  </Accordion>
</AccordionGroup>

## Creating and working tickets

<AccordionGroup>
  <Accordion title="Create says the type has no default status.">
    Attach at least one **in progress** status on the type and mark it default. New types get this automatically from system statuses; it is missing if those attachments were removed. See [Statuses on a type](/guides/tickets/types/statuses).
  </Accordion>

  <Accordion title="A status I created does not show on the ticket.">
    Custom statuses are workspace-wide. You still have to [attach](/guides/tickets/types/statuses) them to the type. Also check the status is not archived.
  </Accordion>

  <Accordion title="Why did my IMEI field disappear?">
    A [conditional attribute](/guides/tickets/types/conditional-attributes) hid it when the controlling list changed, and the stored value was cleared on purpose. Fill it again after you pick the matching product.
  </Accordion>

  <Accordion title="Does resolving auto-reopen if the customer replies?">
    No. **Waiting on customer** returns to in progress on customer reply. **Resolved** stays resolved until a teammate moves it.
  </Accordion>

  <Accordion title="Can I put two disposition codes on one ticket?">
    No. A ticket has one current disposition. Changing it replaces the previous code and logs from → to. See [Dispositions](/guides/tickets/working/dispositions).
  </Accordion>
</AccordionGroup>

## Clone and archive

<AccordionGroup>
  <Accordion title="Does cloning a type copy all of its tickets?">
    No. Clone copies configuration only: settings, attributes, options, conditions, status attachments, and the disposition set pointer. Tickets stay on the original type.
  </Accordion>

  <Accordion title="Does cloning a status attach it to the same types?">
    No. The copy is a new catalog row. Attach it where you need it. System statuses cannot be cloned.
  </Accordion>

  <Accordion title="What happens to open tickets if I archive a type or status?">
    They keep the archived type or status. You just cannot pick that type on create, or that status on a move, until you unarchive (and, for statuses, keep the type attachment).
  </Accordion>
</AccordionGroup>

## Conversations and grouping

<AccordionGroup>
  <Accordion title="Is a ticket the same as a conversation?">
    No. A conversation is the live call or chat. A ticket is follow-up work. You can [link](/guides/tickets/working/conversations) them.
  </Accordion>

  <Accordion title="Why can’t I group these two tickets?">
    The parent must be a **tracker** and the member must be a **customer** ticket. Back-office tickets cannot be members. A ticket cannot group itself. See [Tracker groups](/guides/tickets/working/tracker-groups).
  </Accordion>
</AccordionGroup>

## Still stuck?

Read [Tickets overview](/guides/tickets/overview) or email [developers@oration.ai](mailto:developers@oration.ai).