> ## Documentation Index
> Fetch the complete documentation index at: https://docs.firetone.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Tickets and conversations

> The two records a call leaves behind that you can read: the work it raised, and what was said.

Two screens under **Customers** are ones you will open during a shift. Both
are read-only for an agent, for the same reason: they are records of what
happened.

## Tickets

**Tickets** shows the work you were given and the work you raised. A ticket
that is neither assigned to you nor raised by you does not appear.

| Column                                |                                      |
| ------------------------------------- | ------------------------------------ |
| **#**                                 | the reference to quote               |
| **Subject**, **Status**, **Priority** | open, pending, resolved, closed      |
| **Raised by**                         | a person, a virtual agent, or a flow |

**Raised by** is the column worth reading first. A ticket raised by a virtual
agent or by an IVR flow was written by a machine from what a caller said, and
how much to trust its wording is different from a colleague's. That
distinction is why it is recorded rather than everything being filed as
"human".

Creating a ticket, editing one and adding a note are **tickets:write**, which
a supervisor holds. During a call, a ticket is raised for you — by the
virtual agent that handled the caller first, or by a step in the flow they
came through — rather than by a button on your desk.

<Note>
  Tickets raised before the system recorded an author have none, so you see
  those only where they are assigned to you.
</Note>

## Conversations

**Conversations** is what was said, as text. A call a person took is a
conversation with the customer as much as one a model took; the human ones
simply have no provider against them.

You see the conversations **you handled**. Each row carries when, the
customer, who handled it, the profile, a summary, how many turns and how many
tokens. The **cost** column is empty for you, and that is deliberate: you read
a conversation to do your job, and what the call cost your employer is not
part of that job.

Reading a transcript is a separate permission from playing a recording, so
this screen gives you the words and not the voice.

## Both feed the customer's timeline

A contact's page draws calls, conversations, tickets, satisfaction scores and
changes into one list, and a source that could not be read says so rather
than showing nothing. Your view of a customer's history is **your** slice of
it on that page.

The exception is the call you are on right now. In the in-call panel the
history is the **whole** history, including calls a colleague or the AI took,
because a customer who spoke to somebody yesterday should not look like a
first-time caller. See [who you are talking
to](/agent/who-you-are-talking-to).