> ## Documentation Index > Fetch the complete documentation index at: https://docs.armin.cx/llms.txt > Use this file to discover all available pages before exploring further. # Tickets > Work with customer conversations, AI drafts, status, assignment, and ticket actions. A ticket is a customer conversation in Chatarmin CX. New customer messages from connected channels create tickets in the inbox. ## What a ticket shows The ticket header and preview show the context agents need before replying: * contact name * channel * ticket number * creation time * subject * AI-generated summary Ticket header with contact, channel, ticket number, subject, and AI summary ## Ticket actions Right-click a ticket in the inbox to open the context menu. Use it to keep ownership and reporting accurate: * change status: open, on hold, resolved, or closed * add or remove tags * assign an agent or team * set priority * set sentiment * change ticket language * snooze the ticket * copy the ticket ID or link from the **Copy** submenu * export the ticket * merge duplicate tickets * delete or restore the ticket when your permissions allow it Selected values show a checkmark on the right. Assignee and tag submenus are searchable. Ticket context menu with status, assignment, tags, and resolve controls ## Translate conversations You can translate a ticket manually from the context menu, or turn on **Auto-translate inbox** in **Settings** → **Account** → **Ticket preferences**. When auto-translate is enabled and the ticket language differs from your working language: * messages stay readable on first open * a banner shows **Translating from** while bulk translation runs, then **Translated from** when it finishes * individual messages show a small **Translating…** indicator in the header while that row is still loading You can still switch between original and translated text for the ticket. ## Marketing consent When marketing consent is enabled for your workspace, the customer info panel shows consent for each of the contact's email and WhatsApp identifiers. You can: * see the current subscription status per identifier * update consent when your permissions allow it * open **History** to review who changed consent, when, and why The same consent card appears on the contact profile when you manage customers outside a ticket. ## Reply to a customer The conversation history appears above the reply area. Use the reply area to send customer replies, internal notes, or forwards. For email tickets, turn on **Attach ticket conversation** in **Settings** → **Ticket settings** → **Email replies** to include previous messages in outbound emails by default. Agents can still add or remove history from the reply toolbar before sending. Some channels enforce a maximum reply length. When a limit applies, the composer shows a live character counter. If you go over the limit, the send button stays disabled and you see an explicit warning. Character limits apply to customer replies only — internal notes are not capped. Ticket reply area with AI draft, macros, attachments, and send controls When AI has enough context, it drafts a response. Press **Tab** to accept the draft, then edit or send it. You can also: * give AI feedback with the star button * add attachments and emojis * insert a macro * use available AI Agent or legacy workflow actions * send and resolve in one action When you forward a message, attachment-only messages are included in the forwarded content. Files from the conversation can be appended to the composer, with image and file previews matching the message viewer. ## Failed outbound messages When a reply fails to send, the message shows an inline error footer under the bubble with the failure reason and a recovery action. Depending on the failure type, you may see: * **Retry now** for transient errors * **Open Channel Settings** or **Reconnect** when the channel needs attention, such as expired OAuth for Gmail or Microsoft * no action when retry would not help, such as spam or unsubscribe blocks Fix channel connection issues before retrying when reconnect is shown. ## Order actions from the inbox When a Shopify order appears in the ticket sidebar, open the order actions menu to run supported operations without leaving the ticket: * cancel order * refund * reorder * edit order details such as shipping address, tags, or notes Each action opens a confirmation dialog. After it completes, Chatarmin CX adds a ticket note with a summary of what changed. ## Best practices * Resolve tickets only when the customer issue is complete. * Use internal notes for team context that customers should not see. * Keep tags and ticket fields updated before resolving, so reporting stays useful. * Use macros for repeated answers, then edit the final reply for the specific customer. ## Take over from Classic AI On WhatsApp, Instagram, and Widget, assign the ticket **and** send a reply to stop Classic AI auto-sending. On Email, assignment alone is enough. These steps do not apply to AI Agents. Full steps: [Take over from Classic AI](/troubleshooting/take-over-from-ai). For AI Agents, see [Routing and ownership](/ai-agents/routing-and-ownership). Learn more about [tags](/inbox/tags), [macros](/macros/intro), and [ticket fields](/ticket-fields/intro).