The ticket page is where you work one customer issue end to end. Everything about that issue sits on this screen: who it belongs to, how it is classified, the conversation, and what has already changed.
Open a row from the Help Desk and you land here. See What is a ticket for what a ticket is, and Using Views for how you find one.
Before you begin
You need:
- Access to the Help Desk (a role with ticket view permission)
- A ticket already in a view, or one you add yourself
Which tickets you can open depends on your role and the groups you belong to.
Know the layout
The page has three areas:
Properties panel
- Where it sits - Left
- What it is for - Brand, requester, category, group, assignee, tags, priority, source, and any custom fields
Main panel
- Where it sits - Centre
- What it is for - Subject, reply composer, submit actions, and the Conversation
History panel
- Where it sits - Right
- What it is for - Customer profile, History, and Interactions - only on an existing ticket
On a new ticket the heading in the left panel is New Ticket. On an existing ticket it is Ticket # followed by the id. The right-hand panel is not shown until the ticket exists.
Use Back at the top of the main panel to return to the list you came from.
The left-hand properties panel
This panel is how the ticket is filed and owned. Views, reports, and routing all depend on these fields.
Brand
- What it means - Which business, product, or region the ticket belongs to. Marked required
- Why it matters - Keeps work and reporting split by brand
Status
- What it means - Where the ticket sits. Shown here, but you do not edit it in this field
- Why it matters - Tells the team whether it is waiting, being worked, or finished
Requester
- What it means - The customer the ticket is about. Marked required
- Why it matters - Ties the conversation to the right person. Hover the info icon to check name, phone, and email
Category
- What it means - How the issue is filed. Marked required
- Why it matters - Powers Ticket Analytics and many views. See Ticket Categories
Group
- What it means - The team responsible
- Why it matters - Controls who can see and pick up the ticket
Assignee
- What it means - The agent responsible. Select Take It to assign it to yourself
- Why it matters - Shows ownership. Stops two people working the same issue
Tags
- What it means - Extra labels. A ticket can have several
- Why it matters - Useful for temporary context and automation - not a substitute for category
Priority
- What it means - Low, Medium, High, or Critical. Leave it unset if you are not sure
- Why it matters - Surfaces urgency in views and queues
Source
- What it means - How the ticket was created
- Why it matters - Locked after the ticket is submitted. The line under the subject still reads Via plus that source
If your workspace has custom fields, they appear under Source.
Choosing a Group clears the assignee. Set the group first, then the assignee.
Status in this panel is display only. You change status when you submit
The subject and header
Above the composer, the main panel shows:
- The subject - editable, limited to 100 characters
- A status badge with the current status colour and name
- When the ticket was created
- The requester's phone and email when they exist
- Via followed by the source name
If a voice call is active on this ticket, a Call Ongoing chip appears next to the status.
When other agents have the same ticket open, the header shows who is viewing or editing it. That is how you avoid colliding with a colleague who is already typing a reply.
The reply composer
The composer sits under the subject. Choose the mode before you type:
Public Reply
- Who sees it - The customer
- Use it to - Answer, ask for information, or confirm resolution
Internal Note
- Who sees it - Your team only
- Use it to - Handover context, investigation findings, escalation notes
Social reply
- Who sees it - The customer on that social channel
- Use it to - ppears on social tickets (Facebook, X, and similar) instead of, or alongside, a normal public reply
On email tickets you can also set To and Cc when your role allows sending to multiple recipients.
A public reply cannot be turned into an internal note afterwards. When in doubt, use Internal Note.
You can attach files on each mode. An attachment on its own is not enough - the reply or note must contain text.
Submit, apply a template, or discard
Under the composer:
Search and apply template
- What it does - Fills fields and reply text from a saved template. Edit before you submit. See Creating templates
Discard Changes
- What it does - Leaves the page without saving. Confirms with All unsaved changes will be lost. Are you sure you want to cancel?
Submit as …
- What it does - Saves your field changes and any reply or note, and sets the status in one action
The button reads Submit as New, Submit as Open, or Submit as another status configured for your workspace. Open the menu beside it to choose a different status.
On a new ticket, submit stays disabled until the subject, requester, category, and either a public reply or an internal note are filled. The tooltip reads Please enter all the required fields.
On an existing ticket, submit can also stay disabled when:
- There is no category selected
- The selected category is archived - the message reads The selected category is archived. Please select another category
- You attached a file without typing a public reply, internal note, or social reply
When the ticket is closed, the actions area shows Ticket is closed. The reply composer and property edits are disabled.
Read the Conversation
The Conversation block is the message thread for this issue. Messages appear in order, whatever channel they arrived through - email, chat, social, or voice.
It can include:
- Customer messages and agent public replies
- Internal notes (visually distinct; never shown to the customer)
- Voice call recordings and details for calls on this ticket
- CSAT ratings when a survey was completed
Above the messages, a status timeline summarises how the ticket moved through statuses. If the list is long, use View More / View Less.
This is the place to read before you type. Most bad replies come from answering the last message instead of the full thread.
History and Interactions
On the right of an existing ticket:
Customer profile
- What it shows - Requester details for this ticket (and live call details when a call is ongoing)
- Why it matters - Confirms who you are talking to before you reply
History
- What it shows - Field changes on this ticket - what changed, from what to what - with when it happened
- Why it matters - Shows how assignment, category, status, and other fields evolved. Triggers and automations are recorded here too. Read-only
Interactions
- What it shows - Other tickets from the same requester, and any cases that group related tickets
- Why it matters - Stops you solving the same problem twice, and shows prior context for this customer
History and Interactions are not on the New Ticket page. They appear after the ticket exists.
On social tickets that are not direct messages, the right panel can also show X Mentions for the public thread around the post.
Merge when the same issue was raised twice
Merge with sits at the top of the main panel on an existing ticket that is not closed or resolved.
Use it when the same requester has a second ticket for the same problem. Merge keeps one history and one answer. It is only useful when both tickets share the same requester - check Interactions first.
If the category is missing or unsaved, Merge with is disabled. The tooltip reads Please select a category and save the changes first before merging.
Special states
Closed
- What you see - Ticket is closed; composer and property edits disabled
- What you can do - Read the conversation and history. Further replies need the ticket to leave Closed
Archived
- What you see - Banner: This is an archived ticket.
- What you can do - The ticket is no longer in the active queue
Resolved
- What you see - Status badge shows Resolved; Merge with is hidden
- What you can do - The customer may still reply and reopen work
Changing status, group, brand, category, assignee, or tags can move the ticket out of the view you opened it from. See Using Views.
Troubleshooting
I cannot see the Help Desk. Your role needs ticket view permission. Ask an administrator to check your role.
Status is greyed out in the left panel. That field is display only. Change status with Submit as.
Submit is disabled. On a new ticket, fill subject, requester, category, and a public reply or internal note. On an existing ticket, check that a category is selected and that any attachment has matching text in the reply or note.
I meant the note for the team, but I used Public Reply. A public reply is visible to the customer. You cannot convert it to an internal note. See Ticket collaboration tools.
I cannot change Source. Source can be changed only while the ticket is new. After you submit, the Source field is locked.
I set an assignee and it disappeared. Choosing a Group clears the assignee. Select the group first, then the assignee, or select Take It after the group.
Merge with is missing or disabled. It is hidden on new, closed, and resolved tickets. If it is visible but disabled, select a category and save first.
Two tickets for the same customer. Open Interactions on either ticket. Merge only works when both tickets have the same requester.
Another agent is already on this ticket. The header shows who is viewing or editing. Coordinate in an internal note before you both reply.