A **ticket** is an internal case for your team about a customer — for example, "Call to confirm visit" or "Complaint about delay" — always tied to a **contact** and, if relevant, the **lead** or the **conversation** it comes from. It's there to keep a record of a pending task, and so anyone on your team can see where it stands without depending on one specific person remembering it. > **Warning — It isn't the same as a Support ticket** > > Internal tickets are your own team's business, about your own customers. **Support** tickets are the > channel for asking your provider's team for help when something on the platform isn't working or you have > a configuration question — they're covered in **manual 28 · Support** and are only visible to the Admin > role. This manual covers only internal tickets.