# Ticket

The block opens a [ticket](https://support.cleverapp.pro/en/chatbots/messages/tickets) for the contact in the "Messages" section or updates the open one: its subject and assignee. Then the contact goes on along the scenario.

![Settings panel of the "Ticket" block](https://support.cleverapp.pro/_media/en/01-chatbots/03-blocks/08-notifications/_images/ticket.webp?v=1793203915)

Put the block where the scenario hands the customer over to a human: a "Contact an operator" button, a complaint, a question the bot cannot answer.

## Settings

- **Subject** — what team members will see in the ticket. You can insert variables: `Return of order {{ $order }}`. If the field is empty, the subject stays the same.
- **Assignee** — who to assign the ticket to. "Don't change" leaves the assignee as is. The list contains the bot owner and team members with access to messaging.

## How it works

- If the contact has no open ticket, the block opens a new one.
- If a ticket was closed recently — within the time set in "Reopen a closed ticket", — the block brings it back instead of opening a new one.
- If a ticket is already open, the block changes its subject and assignee.

## Outputs

- "Continue" — always fires, even if no ticket was opened.

## Good to know

- Tickets are turned on in the settings of the "Messages" section. While they are off, the block opens nothing and only notes this in the block's log.
- Customer messages do not open tickets: in a scenario, only this block opens one.
- Only someone with access to the bot's messaging can be the assignee. If the chosen team member is no longer on the team, the ticket opens without an assignee.