# How to resolve tickets addressed to me

If you are handling tickets from someone else, you can see those under the "<span style="text-decoration: underline;">Submitted</span>" tab in the ***Support Tickets module***.

[![image.png](https://help.retailrelish.com/uploads/images/gallery/2025-05/scaled-1680-/5tGimage.png)](https://help.retailrelish.com/uploads/images/gallery/2025-05/5tGimage.png)

You should have the options to chat with the person who opened the ticket, and either **<span style="color: rgb(35, 111, 161);">*resolve it* </span>**or <span style="color: rgb(186, 55, 42);">***escalate it.***</span>

<span style="color: rgb(186, 55, 42);">***Escalating a ticket*** </span>means forwarding it to upper management. If you are the <span style="text-decoration: underline;">highest-level role</span> in your organization, then the ticket gets forwarded to the IT support, which will loop in the dev team to look at it, and if it is a bug or the like, fix it.

[![msedge_E7L8SLlnQy.png](https://help.retailrelish.com/uploads/images/gallery/2025-05/scaled-1680-/msedge-e7l8sllnqy.png)](https://help.retailrelish.com/uploads/images/gallery/2025-05/msedge-e7l8sllnqy.png)

Please note that each ticket has a "Main" and "Internal" chat window:

[![image.png](https://help.retailrelish.com/uploads/images/gallery/2025-05/scaled-1680-/Y34image.png)](https://help.retailrelish.com/uploads/images/gallery/2025-05/Y34image.png)

[![image.png](https://help.retailrelish.com/uploads/images/gallery/2025-05/scaled-1680-/XXtimage.png)](https://help.retailrelish.com/uploads/images/gallery/2025-05/XXtimage.png)

One is for communicating between the user who opened the ticket, and you, while the other tab shows up when you escalate the ticket. Messages between you and the **<span style="color: rgb(35, 111, 161);">ticket owner </span>**(person who opened the ticket) is visible in one tab, while the communication between you and the team you escalated it to (in the example above, that is the IT-Support team) is visible in the other one.