> ## Documentation Index
> Fetch the complete documentation index at: https://docs.meetzy.es/llms.txt
> Use this file to discover all available pages before exploring further.
# Support Tickets
> View, filter, and create support tickets for your Meetzy account from the Tickets portal.
The **Tickets** page (`/tickets`) is where you track every support request tied to your account — bugs, feature requests, integration issues, and anything else our team is helping you with. It shows a live status for each ticket, plus a set of summary metrics so you can see how support is trending over time.
This page shows only tickets marked as **public** for your account. Internal notes and private follow-ups tracked by our team are not shown here, but nothing you need to act on is ever hidden from you.
## Accessing the ticket list
Go to **Tickets** in the main navigation. If your account isn't yet linked to our support system, you'll see a notice instead of a ticket list — this doesn't block you from opening new tickets, it just means historical data isn't available yet. Reach out to us and we'll get it connected.
Navigate to `/tickets`. The page loads your most recent ticket data automatically.
While data loads, you'll see placeholder cards in the metrics area and table. This is normal and usually takes a moment.
Click **Actualizar** (Refresh) at any time to pull the latest ticket statuses. This is useful right after an agent replies or resolves something.
## Understanding the metrics
At the top of the page you'll find four key numbers that summarize your account's support activity:
The total count of tickets matching your current filters. If no filters are active, this reflects your entire history.
The share of tickets marked as **resolved** (`solventado`), calculated over resolvable tickets only.
Discarded tickets — those closed because a doubt was clarified, the request was a duplicate, or it was out of scope — are excluded from this percentage. They aren't a support failure, so they don't count against the resolution rate.
Tickets that are not yet closed: pending, in progress, in testing, or in backlog.
The median number of days between a ticket's creation and its resolution date, based on tickets that have actually been closed.
This is a **median**, not an average. A few very old or unusually complex tickets won't skew this number the way they would an average — that's intentional, since it better reflects the typical resolution time.
Below the metric cards, a summary line breaks down the exact counts per status (resolved, discarded, pending, in progress, testing, backlog). If you have any filters applied, a note reminds you that the metrics reflect the filtered subset, not your full history.
### Volume by month
Further down, a simple bar chart shows how many tickets were opened per month. The current (incomplete) month is marked with an asterisk (`*`) and rendered with a different style — don't read a lower bar there as an actual drop in volume; it just hasn't finished yet.
### Most common topics
A horizontal bar list shows which ticket types are most frequent (e.g., Bug, Feature request, Integration). Clicking a bar toggles a filter for that type, letting you drill into just that category. Click it again to remove the filter.
## Using the search and filters
The ticket list supports several filters that can be combined:
| Filter | What it does |
| -------------- | ------------------------------------------------------------------------------------------------------------------------------------- |
| **Search** | Matches against ticket title, description, ticket number, company name, and assigned agent names. |
| **Status** | Filter by `pendiente`, `en_proceso`, `testing`, `solventado`, `backlog`, or `descartado`. |
| **Type** | Filter by ticket type (Bug, Performance, Prompt/LLM, UX improvement, Feature request, New agent, Integration, Data/Analytics, Other). |
| **Priority** | Filter by criticality: Critical, High, Medium, Low. |
| **Company** | Only visible to Meetzy staff viewing tickets across multiple accounts. |
| **Date range** | Filter by ticket creation date, using a "from" and "to" date. The "to" date is inclusive of the entire day. |
All filters apply instantly and update the metrics, monthly chart, and topic breakdown to match. Use the clear filters option to reset everything back to your full ticket history.
## Opening the ticket detail panel
Click on any ticket row to open its detail panel. This shows:
* Full title and description
* Current status, priority, urgency, and impact
* Creation, update, and (if applicable) resolution timestamps
* Due date, if one was set
* Resolution notes, once the ticket is closed
* Assigned agents
* Any subtasks tracked internally against the ticket
* Attached files or reference URLs
The detail panel loads ticket data on demand — if you have a slow connection, allow a moment for it to populate after clicking a row.
## Creating a new ticket
This button is always available at the top of the page, even if your account isn't yet linked to support history.
Provide a clear title and description. Choose a ticket type from the dropdown — this helps route your request to the right team faster.
Once submitted, your ticket is created and immediately visible in your list. It will also sync with our internal tracking system automatically.
If you submit a ticket while offline or the request times out, it's safe to retry — duplicate submissions are automatically prevented.
## FAQ
Only tickets marked as public for your account appear here. If you believe something is missing, contact your Meetzy representative.
Check whether you have status filters applied — the percentage is calculated only over the currently filtered ticket set.
Ticket details can't be edited from this portal after submission. To add information, reply through the ticket detail panel or contact support directly.