> For the complete documentation index, see [llms.txt](https://virtualcontact.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://virtualcontact.gitbook.io/docs/omnichannel-contact-center/conversations-in-tickets.md).

# Conversations in Tickets

In Virtual Contact, every conversation can be associated with a ticket. A ticket is a structured record that allows the team to track a request through to resolution, assign it to the correct person, set a priority and monitor SLA compliance.

Tickets are created automatically by workflows or manually by agents. They can be linked to a contact in the CRM and updated at each step of the resolution process. All actions are logged in the ticket timeline.


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