> ## Documentation Index
> Fetch the complete documentation index at: https://user-docs.seaticket.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Managing External Issues

Go to **Support portal > Issues from portal** to review and process everything external users have sent in.

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### Issue List

The issue list provides an overview of all portal issues, including:

* **Title** – The issue subject.
* **Type** – Issue category, such as *Bug* or *Question*.
* **State** – Current issue status (e.g., Open, Closed).
* **Substate** – Detailed workflow status (e.g., New, In Progress).
* **Tags** – Labels added for categorization or workflow tracking
* **Linked ticket** – Internal ticket associated with the issue.
* **Content** – A preview of the issue description.
* **User information** – The issue creator and related user details.
* **Timestamps** – Created time, last modified time, AI processed time, and closed time.
* **AI-generated information** – AI summaries and related processing results

You can switch between:

* **Open** – Active issues.
* **Closed** – Resolved or completed issues.

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Use the toolbar options to search, sort, filter, or customize the issue list view.

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### Open an Issue

Click the issue title, or right-click the issue and select **Open issue**, to open the issue detail page.

The issue detail page allows you to:

* View the issue title and description
* Review comments and replies
* Add comments and attachments
* Track issue status
* View linked tickets and related records

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### Reply to an Issue

Support members can communicate directly with external users through comments.

To add a reply:

1. Open the issue.
2. Enter your response in the **Add a comment** editor.
3. Optionally attach files.
4. Click **Comment**.

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Users can view replies from the External Support Portal.

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### Close an Issue

Issues can be closed in either of the following ways:

* Click **Close as completed** when adding a comment, or
* Update the issue **State** to **Closed** from the issue detail page.

When closing an issue, you can optionally select a **Substate** to indicate the reason for closure.

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After an issue is closed:

* Team members can view it in **Issues from Portal → Closed**.
* External users can view it in **My Issues → Closed** in the External Support Portal.

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### Link an Issue to an Internal Ticket

Portal issues can be connected to internal tickets for tracking and escalation.

To link an issue:

1. Open the issue menu from the issue list.
2. Select one of the following:
   * **Create related ticket** – Create a new internal ticket linked to the issue.
   * **Link an existing ticket** – Associate the issue with an existing internal ticket.

After linking, the related ticket appears in the **Linked ticket** column.

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### Additional Actions

From the issue action menu, you can also:

* **Copy link** – Copy the issue URL for sharing.
* **Delete issue** – Remove the issue

Note: Deleted issues can be restored later from the Trash if needed.

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