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

# Ticket Sync

> Which tickets sync from your connected ticketing tools, how webhooks get them in sooner, and what to check when one is missing.

## What Gets Synced

Connect a ticketing integration and its tickets sync into Decimal automatically. Updates come through the same way: when a customer replies, a teammate comments, or the status changes, it shows up on the ticket in Decimal.

## Webhooks

Some ticketing tools can notify Decimal the moment something changes, so tickets and replies show up sooner.

Webhook support is per integration. [Plain](/integrations/plain) and [Pylon](/integrations/pylon) integrations both have it, and their pages walk through the setup. If you'd like it for a different ticketing tool, ask us.

## Why a Ticket Didn't Sync

Three things to check, in this order.

1. **Open the integration under Settings → Integrations.** An amber notice means the connection broke, and nothing new syncs until it is reconnected.
2. **Check its filters.** Most ticketing integrations let you limit which projects or groups sync, and exclude tickets matching a rule. A ticket caught by one of those never arrives.
3. **Check when the ticket was created.** Decimal syncs recent activity, so anything from before you connected the integration needs a one-time import, which we can run for you.

Email [support@getdecimal.ai](mailto:support@getdecimal.ai) with the ticket's URL and we'll trace it. If we share a Slack channel with your team, you can send it there instead.