# Support inbox (/docs/brands/programs/support-inbox)

Read the support tickets your creators send, track them through open, in progress, resolved and closed, and understand older Violation tickets.

Creators can contact your team from **Contact Support** in their brand portal. Their messages arrive as tickets in your support inbox, where you track each one until it's done.

Open it from <UiPath>Support</UiPath> in the sidebar. The page is titled **Support Tickets**. Any brand admin can use it.

<OpenInBloss to="admin/support">Open the support inbox</OpenInBloss>

## How tickets arrive [#how-tickets-arrive]

A creator writes a **Subject** and a **Message** and sends it. Every brand admin gets a notification ("_Creator_ opened a support ticket") that links straight to the inbox. See [Notifications](/docs/brands/insights/notifications).

## Work a ticket [#work-a-ticket]

<Steps>
<Step>

### Find it [#find-it]

The tiles at the top count **Open**, **In progress** and **Resolved** tickets, plus **Violations**. Use the **All statuses** menu to show one status only. Tickets are listed newest first with their **Subject**, **Type**, **Priority**, **Status** and **Created** date.

</Step>
<Step>

### Read it [#read-it]

Click a ticket to open the full message and when it was submitted.

</Step>
<Step>

### Update its status [#update-its-status]

Change the status from the menu on the row, or with the **Mark …** buttons in the open ticket.

</Step>
</Steps>

<Screenshot name="brands/support-inbox" alt={"Support Tickets with status tiles and an open ticket dialog"} />

| Status          | Use it when                                          |
| --------------- | ---------------------------------------------------- |
| **Open**        | New and not picked up yet. Every ticket starts here. |
| **In progress** | Someone is working on it.                            |
| **Resolved**    | The problem is fixed.                                |
| **Closed**      | Done, whether or not it needed a fix.                |

Tickets have a priority of **low**, **normal**, **high** or **urgent**. Tickets creators send are **normal**. High and urgent tickets show in red, in the list and in the notification.

<Callout title="Reply outside the inbox">

  The inbox doesn't have a reply box. Creators see each ticket's status under
  **Your Messages** in **Contact Support**, but changing it doesn't send them a
  message. Reply to the creator directly, for example by email or in your
  Discord. The notification for each ticket tells you who sent it.

</Callout>

## Violation tickets [#violation-tickets]

Before [Posting compliance](/docs/brands/insights/posting-compliance) existed, Bloss opened a ticket automatically when a creator went over a daily limit or missed a weekly minimum. Those older tickets are still in your inbox with the **Violation** type and are counted in the **Violations** tile. Everything creators send has the **Creator support** type.

Bloss no longer creates Violation tickets. Close the old ones when you've dealt with them, and use the Posting compliance page and notifications for posting issues instead.

## Related [#related]

- [Posting compliance](/docs/brands/insights/posting-compliance)
- [Notifications](/docs/brands/insights/notifications)
- [Creator claims](/docs/brands/creators/creator-claims)