---
title: "Tickets and SLA in the console"
description: "Five pages that open a ticket, run a team's Kanban board, configure its columns, set an SLA policy and build the working calendar the SLA clock counts on."
updated: "2026-08-28"
audience: [agent, administrator]
source: "https://helpdesk-docs.svr1.feedapp.click/en/ticket"
---

The **Tickets** section holds work that carries a deadline and passes through
several people. These five pages run from one ticket to the configuration
behind the SLA clock.

## Everyday work [#everyday-work]

1. [Create a ticket and answer the customer](/en/ticket/tao-va-xu-ly) — open the
   ticket, reply in public, leave an internal note, then resolve it.
2. [Track tickets on your team's Kanban board](/en/ticket/bang-kanban) — read the
   columns, read the SLA badge on a card, drag a card into another stage.

## Configuration, administrators only [#configuration-administrators-only]

1. [Configure the columns of a team's board](/en/ticket/cau-hinh-cot) — add,
   rename and order the columns, and set the department's default stage.
2. [Set an SLA policy for a team](/en/ticket/chinh-sach-sla) — pick the team, the
   priority, the target hours and the stage that counts as reached.
3. [Set working hours, shifts and leave days](/en/ticket/lich-lam-viec) — build
   the hours the SLA clock counts in.

## Worth reading first [#worth-reading-first]

[When to use a conversation and when to use a ticket](/en/khai-niem/hoi-thoai-vs-ticket)
answers the choice between the two record types, and is not repeated here.
[Roles and per-feature permissions](/en/khai-niem/vai-tro-va-quyen) covers who
may write on a ticket and who may only read it.

> **Note:** The ticket detail screen carries no SLA clock. The deadline lives in the card
> drawer on the Kanban board, and the status lives on the card badge, in the
> **SLA** column of the ticket list and in the **SLA Report**.