Ticket Detail

The ticket detail view shows the full conversation thread and allows operators to respond, change status, and manage assignment.

Conversation Thread

The conversation displays all messages in chronological order. Each message shows:

• Sender — either CLIENT or OPERATOR, visually distinguished
• Timestamp — when the message was sent
• Content — the message body

Client messages appear on one side and operator messages on the other, creating a familiar chat-like interface.

Replying

Type your response in the message input at the bottom of the conversation. When you send a reply:

1. The message is added to the thread as an OPERATOR message
2. The client receives an email notification with your response
3. The ticket status automatically moves to WAITING_ON_CLIENT if it was IN_PROGRESS

Status Changes

Change the ticket status using the status dropdown in the ticket header. Common transitions:

Assignment

Assign the ticket to a team member using the assignee selector. The assigned operator receives a notification and the ticket appears in their filtered view.

Reassignment is available at any time — simply select a different team member from the dropdown.

Ticket Information

The sidebar displays ticket metadata:

• Category — editable, select from configured categories
• Created — submission timestamp
• Client — name and email of the submitter
• Assignee — currently assigned operator