> For the complete documentation index, see [llms.txt](https://lakm.gitbook.io/helpdesk/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://lakm.gitbook.io/helpdesk/documentation/features/ticket-management.md).

# Ticket Management

* **Customizable Priorities** — Define priorities that match your support workflow.
* **Customizable Statuses** — Create and manage ticket statuses such as Open, Pending, In Progress, and Closed.
* **Customizable Folders** — Organize tickets using folders that fit your workflow.
* **Tags on the Fly** — Create and assign tags directly while working with tickets.
* **Ticket Assignment** — Assign tickets to specific support agents.
* **Advanced Filters** — Quickly find tickets using flexible filtering options.
* **Ticket Conversations** — Keep the complete conversation and replies within each ticket.
* **Media Uploads** — Attach images and other media to tickets and conversations.
* **File Management** — Manage attachments throughout the ticket lifecycle.
* **WYSIWYG Editor** — Write rich, formatted ticket descriptions and replies.


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# Agent Instructions
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## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://lakm.gitbook.io/helpdesk/documentation/features/ticket-management.md?ask=<question>&goal=<endgoal>
```

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Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.