Tickets created from care@ for this contact appear here. Opening a ticket shows this contact’s full info in the left patient column (and ticket/order context on the right).
Conversations
Native GHL Conversations for SMS/other channels. Care email tickets live under sidebar Tickets.
Assign / reassign ticket
Admin only. Assignees can’t change owner. Optional note is stored in assignment history.
Merge tickets
Combine related tickets into one (e.g. customer is referring to a prior delivery thread). Primary keeps the conversation; others close as Merged.
Close ticket
Send the reply, then record why this care ticket is done (helps Ops reporting).
Split ticket
Create a new ticket for a separate inquiry that landed on the same care@ conversation. Original ticket keeps the rest.