> ## 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.

# Get started with tickets

> Set up ticket types and statuses, then create your first ticket in the inbox.

This guide walks you through a working ticket setup. When you finish, your workspace can take a Refund (or any other) ticket from the inbox.

## What you will set up

1. Confirm the default statuses exist.
2. Create a **Customer** ticket type.
3. Add a couple of form fields.
4. Make sure the type has statuses attached.
5. Create a ticket in the **Tickets** app.

<Info>
  New workspaces receive five system statuses automatically: Submitted, In progress, Waiting on customer, On hold, and Resolved. You do not seed these by hand.
</Info>

## Prerequisites

You need access to:

* **Settings → Contact Center → Tickets**
* The **Tickets** app in the main sidebar

If those items are missing, a workspace admin needs to enable the Tickets app and grant ticket permissions.

<Steps>
  <Step title="Open ticket statuses">
    Go to **Settings → Contact Center → Tickets → Ticket Statuses**.

    You should see the five system statuses on the **All Status** tab. Each one has a category, an internal label, and a customer-facing label (for example, *Waiting on customer* internally and *Waiting on you* for the customer).

    <Check>
      If the list is empty, contact support. Statuses are created when the workspace is created.
    </Check>
  </Step>

  <Step title="Create a ticket type">
    Go to **Settings → Contact Center → Tickets → Ticket Types** and click **New type**.

    Fill in:

    * **Name** — `Refund`
    * **Category** — `Customer`
    * **Description** — internal only, for example “Customer refunds after a completed order”

    Leave **AI autofill** off until you are creating tickets from conversations.

    Click create. Oration attaches the system statuses to the new type, and marks the in-progress status as the default for new tickets of this type.
  </Step>

  <Step title="Add form fields">
    Open the Refund type. Under attributes, add fields teammates must fill when they create or close a ticket. A useful first pair:

    | Field         | Format | Required for teammate |
    | ------------- | ------ | --------------------- |
    | Order ID      | Text   | Yes                   |
    | Refund reason | List   | Yes                   |

    For a list field, add options such as `Damaged`, `Wrong item`, and `Changed mind`.

    You can hide fields from customers, require them only when resolving, or show them only when another list value is selected. See [Ticket attributes](/guides/tickets/types/attributes) and [Conditional attributes](/guides/tickets/types/conditional-attributes).
  </Step>

  <Step title="Confirm statuses on the type">
    Still on the type detail page, open the statuses section. You should see the system statuses. The default status for new tickets is the in-progress attachment.

    If you later create a custom status such as *Waiting on finance*, attach it here so it appears in this type’s status picker. Statuses are workspace-wide; types opt in. See [Statuses on a type](/guides/tickets/types/statuses).
  </Step>

  <Step title="Create your first ticket">
    Open **Tickets** in the sidebar and click create.

    1. Choose the **Refund** type.
    2. Enter a title, for example `Refund for order 8831`.
    3. Add a short description.
    4. Set priority (start with `medium`).
    5. Fill the required attributes.
    6. Submit.

    The inbox opens the ticket with number `#1` (or the next number in your workspace). The status is the type’s default in-progress status.
  </Step>
</Steps>

## What to do next

<CardGroup cols={2}>
  <Card title="Learn the three categories" icon="shapes" href="/guides/tickets/types/categories">
    Customer, back-office, and tracker types behave differently. Pick the right one before you add more types.
  </Card>

  <Card title="Work a ticket" icon="pen-to-square" href="/guides/tickets/working/inbox">
    Assign, change status, add notes, and dispose work from the ticket detail view.
  </Card>

  <Card title="Customize statuses" icon="flag" href="/guides/tickets/statuses/customize">
    Add custom statuses such as Waiting on finance without changing the five system ones.
  </Card>

  <Card title="Attach a disposition set" icon="list-check" href="/guides/tickets/working/dispositions">
    Give each type a nested code set so agents record why the ticket closed.
  </Card>
</CardGroup>