# Tickets

Tickets are the store's support. The player opens one at `/suporte`, on the store, and
the team replies in **Support > Tickets**, on the dashboard.

![The ticket list with status, priority and category](shots/community-tickets.webp)

## First of all: the categories

The category is the ticket's subject, and the player must pick one when opening it. So
create yours first.

1. In **Support > Tickets**, click **Manage Categories**.
2. Click **New Category**.
3. Fill in **Name** and **Description**. The **Slug** comes from the name if left blank.
4. Click **Create**.

![The ticket categories, in order](shots/community-ticket-categories.webp)

```text Example categories
Payments: purchases that did not arrive and charges
Bugs: something does not work on the server
Reports: players breaking the rules
```

> [!NOTE]
> A category is not deleted: it is deactivated, so old tickets keep the right subject.
> Once deactivated, it leaves the list players see.

## How the player opens one

At `/suporte`, after signing in, the player gives the title, the category, the priority
and the message. The priority is the one they choose, and you see it in the list.

## Reply to a ticket

1. In the list, click the ticket. Use the search and the **Status**, **Priority** and
   **Category** filters to find what matters.
2. The details are on the left. Click **Assign to me** so the team knows who is on it.
3. Write in **Your reply** and click **Send Reply**.
4. Change the **Status** as the support moves on.

![An open ticket: details on the left and the conversation on the right](shots/community-ticket.webp)

| Status | When to use it |
| --- | --- |
| **Open** | It arrived and nobody replied |
| **In Progress** | The team is on it |
| **Awaiting Customer** | You asked something and are waiting for the player |
| **Resolved** | The problem is over |
| **Closed** | Finished. It takes no more replies |

> [!WARNING]
> A **Closed** ticket takes no more replies from anyone. If the subject may come back,
> leave it as **Resolved**.

## In-game notices

In Minecraft and Hytale stores, with plugin 2.5.0 or newer, the server also tells people:

- the player learns when the team replies to their ticket, right away or when they join
  up to 30 minutes later;
- the online team gets a notice of new tickets: anyone with the
  `hystore.notify.tickets` permission on the server or a team role with **New ticket
  notice in game**.

Turn it on and off in **Plugin > Announcements**, on the **Tickets** card. See
[In-game announcements](/en/plugins/announcements/).

## Support from the store or Discord

Players with a team role and the support permissions work from the store itself, at
`/suporte/staff`, with no access to the dashboard. See
[Player roles](/en/products/players/).

With the bot, tickets can also go to a channel on your Discord server. See
[Tickets on Discord](/en/discord/tickets/).

Support numbers, like first response time and tickets per day, show on the
[dashboard home](/en/store/dashboard/).