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, plus any attachments

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

Replying

Type your response in the reply box below 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

Replying does not change the ticket status — use the status selector in the sidebar to move the ticket to a different status (e.g. WAITING_ON_CLIENT) when appropriate.

An internal note toggle lets you add messages that are only visible to your team — internal notes are never emailed to the client.

Status Changes

Change the ticket status using the status selector in the sidebar. The available statuses come from your support settings, with common transitions such as:

All status changes are manual — the system never moves a ticket between statuses automatically.

Assignment

From the sidebar you can assign:

• Solvers — one or more employees responsible for resolving the ticket
• Service Owner — the employee who owns the ticket

Assigned employees receive a notification. Reassignment is available at any time.

Ticket Information

The sidebar also displays and edits ticket metadata:

• Status and priority — editable selectors
• Category — editable, select from configured categories
• Client — the linked client with email and phone
• Created — submission timestamp

Tickets can also be escalated to a task from the header, linking the ticket to a task assigned to an employee.