---
title: What is a ticket in Engage?
description: Understand how tickets work and why they are important in Engage.
---

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# What is a ticket in Engage?

## Understand how tickets work and why they are important in Engage.

#### **What is a Ticket?**

A **ticket** in Engage represents a social media conversation that requires a response or action. Engage collects, prioritises, and assigns tickets based on urgency, enabling customer service teams to manage and resolve customer interactions efficiently.

#### **How Are Tickets Created?**

- Engage automatically creates a ticket when a relevant social media mention is detected.
- Tickets are assigned priority tags such as **Risk, Purchase, Cancel, and Service** to indicate their urgency.
- Each ticket contains: 
    - The **original customer mention**
    - A **conversation history** (all related interactions)
    - **Response options** for agents
    
  ![](https://dataeq.com/hs-fs/hubfs/image-png-Mar-11-2025-11-55-06-2179-AM.png?width=688&height=259&name=image-png-Mar-11-2025-11-55-06-2179-AM.png)

#### **Why Are Tickets Important?**

- Ensures **efficient handling** of social media conversations.
- Helps teams **prioritise** and **respond faster** to important customer interactions.
- Tracks the **entire conversation history** for better customer engagement.

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