---
title: Tickets & Support
description: Example prompts for searching, creating, and managing support tickets.
---
## Searching Tickets
### Find open tickets for a company
**Prompt:**
> "Show me open tickets for company ID 29683451"
**What happens:** The server calls `autotask_search_tickets` with `companyID: 29683451` and `status: 1` (New/Open).
**Expected output:**
```json
{
"summary": "Found 5 tickets (showing 1-5)",
"items": [
{
"id": 48231,
"ticketNumber": "T20240115.0023",
"title": "Email server not responding",
"status": 1,
"priority": 2,
"queueID": 29682999,
"companyID": 29683451,
"_enhanced": {
"companyName": "Northwind Traders",
"assignedResourceName": "John Smith"
}
}
],
"total": 5,
"page": 1,
"pageSize": 25
}
```
### Search tickets by keyword
**Prompt:**
> "Find tickets mentioning VPN connectivity"
**What happens:** The server calls `autotask_search_tickets` with `searchTerm: "VPN connectivity"`.
### Filter by priority
**Prompt:**
> "Show me all critical priority tickets"
**What happens:** The server calls `autotask_search_tickets` with `priority: 1` (Critical).
:::tip[Discovering Picklist Values]
Not sure which priority or status ID to use? Ask:
> "List all available ticket priorities"
This calls `autotask_list_ticket_priorities` and returns the valid values for your instance.
:::
### Filter by queue
**Prompt:**
> "Show tickets in the Service Desk queue"
**What happens:** The server first calls `autotask_list_queues` to find the queue ID, then calls `autotask_search_tickets` with the matching `queueID`.
---
## Getting Ticket Details
### View full ticket information
**Prompt:**
> "Show me the details for ticket 48231"
**What happens:** The server calls `autotask_get_ticket_details` with `ticketId: 48231`.
**Expected output:**
```json
{
"message": "Retrieved ticket details successfully",
"data": {
"id": 48231,
"ticketNumber": "T20240115.0023",
"title": "Email server not responding",
"description": "Users report that the email server has been unresponsive since 9am...",
"status": 1,
"priority": 2,
"queueID": 29682999,
"companyID": 29683451,
"contactID": 30412,
"assignedResourceID": 12345,
"createDate": "2024-01-15T09:30:00Z",
"lastActivityDate": "2024-01-15T14:22:00Z",
"_enhanced": {
"companyName": "Northwind Traders",
"assignedResourceName": "John Smith",
"contactName": "Alice Johnson"
}
}
}
```
---
## Creating Tickets
### Create a new ticket
**Prompt:**
> "Create a ticket titled 'Printer offline on 3rd floor' for company ID 29683451 with medium priority"
**What happens:** The server calls `autotask_create_ticket` with `title: "Printer offline on 3rd floor"`, `companyID: 29683451`, and `priority: 3`.
**Expected output:**
```json
{
"message": "Created ticket with ID: 48250",
"data": 48250
}
```
### Create a ticket with full details
**Prompt:**
> "Create a high priority ticket for company 29683451 titled 'Network switch failure in server room'. Description: 'The core switch in rack A3 is showing amber status lights and intermittent connectivity. Affecting 15 users.' Assign to queue ID 29682999."
**What happens:** The server calls `autotask_create_ticket` with all specified fields.
---
## Discovering Ticket Metadata
### List available queues
**Prompt:**
> "What queues are available in Autotask?"
**What happens:** The server calls `autotask_list_queues`.
**Expected output:**
```json
{
"message": "Found 5 queues",
"data": [
{ "value": 29682999, "label": "Service Desk" },
{ "value": 29683000, "label": "Network Operations" },
{ "value": 29683001, "label": "Projects" },
{ "value": 29683002, "label": "Escalation" },
{ "value": 29683003, "label": "Monitoring" }
]
}
```
### List ticket statuses
**Prompt:**
> "What ticket statuses are available?"
**What happens:** The server calls `autotask_list_ticket_statuses`.
### List ticket priorities
**Prompt:**
> "Show me the ticket priority levels"
**What happens:** The server calls `autotask_list_ticket_priorities`.
