[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:es":36,"kb:categories:1:es":37,"kb:brandArticles:1:0:es":38,"kb:articleDetails:111:es":45},[4,14],{"theme":5,"assets":11},{"color-primary":6,"color-page-bg":7,"color-page-bg-dark":8,"color-content-bg":7,"color-content-bg-hover":9,"color-text-default":10},"#e51728","#ffffff","#121212","#f6f9fc","#0a2540",{"logo":12,"favicon":13},"\u002Fknowledge-base\u002Fpleased-logo.svg","\u002Fknowledge-base\u002Fpleased-favicon.svg",[15],{"name":16,"code":17,"url":17,"displayOrder":18,"isActive":19,"inboundEmailDomains":20,"outboundEmailDomain":20,"publishSettings":21,"id":18},"Pleased","pleased",1,true,"@pleased.com",{"KB":22,"CHATBOT":29},{"publishedLanguages":23,"defaultLanguage":28},[24],{"name":25,"nameLocal":26,"locale":27},"English*","English","en",{"name":25,"nameLocal":26,"locale":27},{"publishedLanguages":30,"defaultLanguage":32},[31],{"name":25,"nameLocal":26,"locale":27},null,{"data":34,"total":35},[],0,[],[],{"content":39,"number":35,"size":40,"totalElements":35,"pageable":41,"last":19,"totalPages":35,"sort":44,"first":19,"numberOfElements":35,"empty":19},[],10,{"sort":42,"offset":35,"pageSize":40,"pageNumber":35,"paged":19,"unpaged":43},{"sorted":19,"empty":43,"unsorted":43},false,{"sorted":19,"empty":43,"unsorted":43},{"article":46,"sections":55,"category":60,"relatedArticles":63,"relatedTagsArticles":71},{"id":47,"brandId":18,"sectionId":32,"categoryId":48,"title":49,"body":50,"keywords":32,"position":47,"isCommentDisabled":32,"isDraft":43,"isPromoted":43,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":51,"createdBy":52,"updatedAt":53,"updatedBy":52,"tags":32,"includeForAi":19,"authorName":54},111,5,"Ticket Page overview","\u003Cp>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.\u003C\u002Fp>\u003Cp>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.\u003C\u002Fp>\u003Ch2>Before you begin\u003C\u002Fh2>\u003Cp>You need:\u003C\u002Fp>\u003Cul>\u003Cli>Access to the Help Desk (a role with ticket view permission)\u003C\u002Fli>\u003Cli>A ticket already in a view, or one you add yourself\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Which tickets you can open depends on your role and the groups you belong to.\u003C\u002Fp>\u003Ch2>Know the layout\u003C\u002Fh2>\u003Cp>The page has three areas:\u003C\u002Fp>\u003Cp>\u003Cstrong>Properties panel\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Where it sits - Left\u003C\u002Fli>\u003Cli>What it is for - Brand, requester, category, group, assignee, tags, priority, source, and any custom fields\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Main panel\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Where it sits - Centre\u003C\u002Fli>\u003Cli>What it is for - Subject, reply composer, submit actions, and the Conversation\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>History panel\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Where it sits - Right\u003C\u002Fli>\u003Cli>What it is for - Customer profile, History, and Interactions - only on an existing ticket\u003C\u002Fli>\u003C\u002Ful>\u003Cp>On a new ticket the heading in the left panel is \u003Cstrong>New Ticket\u003C\u002Fstrong>. On an existing ticket it is \u003Cstrong>Ticket #\u003C\u002Fstrong> followed by the id. The right-hand panel is not shown until the ticket exists.\u003C\u002Fp>\u003Cp>Use Back at the top of the main panel to return to the list you came from.\u003C\u002Fp>\u003Ch2>The left-hand properties panel\u003C\u002Fh2>\u003Cp>This panel is how the ticket is filed and owned. Views, reports, and routing all depend on these fields.\u003C\u002Fp>\u003Cp>\u003Cstrong>Brand\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>What it means - Which business, product, or region the ticket belongs to. Marked required\u003C\u002Fli>\u003Cli>Why it matters - Keeps work and reporting split by brand\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Status\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>What it means - Where the ticket sits. Shown here, but you do not edit it in this field\u003C\u002Fli>\u003Cli>Why it matters - Tells the team whether it is waiting, being worked, or finished\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Requester\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>What it means - The customer the ticket is about. Marked required\u003C\u002Fli>\u003Cli>Why it matters - Ties the conversation to the right person. Hover the info icon to check name, phone, and email\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Category\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>What it means - How the issue is filed. Marked required\u003C\u002Fli>\u003Cli>Why it matters - Powers Ticket Analytics and many views. See Ticket Categories\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Group\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>What it means - The team responsible\u003C\u002Fli>\u003Cli>Why it matters - Controls who can see and pick up the ticket\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Assignee\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>What it means - The agent responsible. Select Take It to assign it to yourself\u003C\u002Fli>\u003Cli>Why it matters - Shows ownership. Stops two people working the same issue\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Tags\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>What it means - Extra labels. A ticket can have several\u003C\u002Fli>\u003Cli>Why it matters - Useful for temporary context and automation - not a substitute for category\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Priority\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>What it means - Low, Medium, High, or Critical. Leave it unset if you are not sure\u003C\u002Fli>\u003Cli>Why it matters - Surfaces urgency in views and queues\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Source\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>What it means - How the ticket was created\u003C\u002Fli>\u003Cli>Why it matters - Locked after the ticket is submitted. The line under the subject still reads Via plus that source\u003C\u002Fli>\u003C\u002Ful>\u003Cp>If your workspace has custom fields, they appear under Source.\u003C\u002Fp>\u003Cp>Choosing a Group clears the assignee. Set the group first, then the assignee.\u003C\u002Fp>\u003Cp>Status in this panel is display only. You change status when you submit\u003C\u002Fp>\u003Ch2>The subject and header\u003C\u002Fh2>\u003Cp>Above the composer, the main panel shows:\u003C\u002Fp>\u003Cul>\u003Cli>The \u003Cstrong>subject\u003C\u002Fstrong> - editable, limited to 100 characters\u003C\u002Fli>\u003Cli>A \u003Cstrong>status\u003C\u002Fstrong> badge with the current status colour and name\u003C\u002Fli>\u003Cli>When the ticket was created\u003C\u002Fli>\u003Cli>The requester's phone and email when they exist\u003C\u002Fli>\u003Cli>\u003Cstrong>Via\u003C\u002Fstrong> followed by the source name\u003C\u002Fli>\u003C\u002Ful>\u003Cp>If a voice call is active on this ticket, a Call Ongoing chip appears next to the status.\u003C\u002Fp>\u003Cp>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.\u003C\u002Fp>\u003Ch2>The reply composer\u003C\u002Fh2>\u003Cp>The composer sits under the subject. Choose the mode before you type:\u003C\u002Fp>\u003Cp>\u003Cstrong>Public Reply\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Who sees it - The customer\u003C\u002Fli>\u003Cli>Use it to - Answer, ask for information, or confirm resolution\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Internal Note\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Who sees it - Your team only\u003C\u002Fli>\u003Cli>Use it to - Handover context, investigation findings, escalation notes\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Social reply\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Who sees it - The customer on that social channel\u003C\u002Fli>\u003Cli>Use it to - ppears on social tickets (Facebook, X, and similar) instead of, or alongside, a normal public reply\u003C\u002Fli>\u003C\u002Ful>\u003Cp>On email tickets you can also set To and Cc when your role allows sending to multiple recipients.\u003C\u002Fp>\u003Cp>A public reply cannot be turned into an internal note afterwards. When in doubt, use Internal Note.\u003C\u002Fp>\u003Cp>You can attach files on each mode. An attachment on its own is not enough - the reply or note must contain text.\u003C\u002Fp>\u003Ch2>Submit, apply a template, or discard\u003C\u002Fh2>\u003Cp>Under the composer:\u003C\u002Fp>\u003Cp>\u003Cstrong>Search and apply template\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>What it does - Fills fields and reply text from a saved template. Edit before you submit. See Creating templates\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Discard Changes\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>What it does - Leaves the page without saving. Confirms with All unsaved changes will be lost. Are you sure you want to cancel?\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Submit as …\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>What it does - Saves your field changes and any reply or note, and sets the status in one action\u003C\u002Fli>\u003C\u002Ful>\u003Cp>The button reads \u003Cstrong>Submit as New\u003C\u002Fstrong>, \u003Cstrong>Submit as Open\u003C\u002Fstrong>, or \u003Cstrong>Submit as\u003C\u002Fstrong> another status configured for your workspace. Open the menu beside it to choose a different status.\u003C\u002Fp>\u003Cp>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.\u003C\u002Fp>\u003Cp>On an existing ticket, submit can also stay disabled when:\u003C\u002Fp>\u003Cul>\u003Cli>There is no category selected\u003C\u002Fli>\u003Cli>The selected category is archived - the message reads The selected category is archived. Please select another category\u003C\u002Fli>\u003Cli>You attached a file without typing a public reply, internal note, or social reply\u003C\u002Fli>\u003C\u002Ful>\u003Cp>When the ticket is closed, the actions area shows Ticket is closed. The reply composer and property edits are disabled.\u003C\u002Fp>\u003Ch2>Read the Conversation\u003C\u002Fh2>\u003Cp>The Conversation block is the message thread for this issue. Messages appear in order, whatever channel they arrived through - email, chat, social, or voice.\u003C\u002Fp>\u003Cp>It can include:\u003C\u002Fp>\u003Cul>\u003Cli>Customer messages and agent public replies\u003C\u002Fli>\u003Cli>Internal notes (visually distinct; never shown to the customer)\u003C\u002Fli>\u003Cli>Voice call recordings and details for calls on this ticket\u003C\u002Fli>\u003Cli>CSAT ratings when a survey was completed\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Above the messages, a status timeline summarises how the ticket moved through statuses. If the list is long, use View More \u002F View Less.\u003C\u002Fp>\u003Cp>This is the place to read before you type. Most bad replies come from answering the last message instead of the full thread.\u003C\u002Fp>\u003Ch2>History and Interactions\u003C\u002Fh2>\u003Cp>On the right of an existing ticket:\u003C\u002Fp>\u003Cp>\u003Cstrong>Customer profile\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>What it shows - Requester details for this ticket (and live call details when a call is ongoing)\u003C\u002Fli>\u003Cli>Why it matters - Confirms who you are talking to before you reply\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>History\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>What it shows - Field changes on this ticket - what changed, from what to what - with when it happened\u003C\u002Fli>\u003Cli>Why it matters - Shows how assignment, category, status, and other fields evolved. Triggers and automations are recorded here too. Read-only\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Interactions\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>What it shows - Other tickets from the same requester, and any \u003Cstrong>cases\u003C\u002Fstrong> that group related tickets\u003C\u002Fli>\u003Cli>Why it matters - Stops you solving the same problem twice, and shows prior context for this customer\u003C\u002Fli>\u003C\u002Ful>\u003Cp>History and Interactions are not on the New Ticket page. They appear after the ticket exists.\u003C\u002Fp>\u003Cp>On social tickets that are not direct messages, the right panel can also show X Mentions for the public thread around the post.\u003C\u002Fp>\u003Ch2>Merge when the same issue was raised twice\u003C\u002Fh2>\u003Cp>Merge with sits at the top of the main panel on an existing ticket that is not closed or resolved.\u003C\u002Fp>\u003Cp>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.\u003C\u002Fp>\u003Cp>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.\u003C\u002Fp>\u003Ch2>Special states\u003C\u002Fh2>\u003Cp>\u003Cstrong>Closed\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>What you see - Ticket is closed; composer and property edits disabled\u003C\u002Fli>\u003Cli>What you can do - Read the conversation and history. Further replies need the ticket to leave Closed\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Archived\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>What you see - Banner: This is an archived ticket.\u003C\u002Fli>\u003Cli>What you can do - The ticket is no longer in the active queue\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Resolved\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>What you see - Status badge shows Resolved; Merge with is hidden\u003C\u002Fli>\u003Cli>What you can do - The customer may still reply and reopen work\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Changing status, group, brand, category, assignee, or tags can move the ticket out of the view you opened it from. See Using Views.\u003C\u002Fp>\u003Ch2>Troubleshooting\u003C\u002Fh2>\u003Cp>\u003Cstrong>I cannot see the Help Desk.\u003C\u002Fstrong> Your role needs ticket view permission. Ask an administrator to check your role.\u003C\u002Fp>\u003Cp>\u003Cstrong>Status is greyed out in the left panel.\u003C\u002Fstrong> That field is display only. Change status with \u003Cstrong>Submit as\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>\u003Cstrong>Submit is disabled.\u003C\u002Fstrong> 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.\u003C\u002Fp>\u003Cp>\u003Cstrong>I meant the note for the team, but I used Public Reply.\u003C\u002Fstrong> A public reply is visible to the customer. You cannot convert it to an internal note. See Ticket collaboration tools.\u003C\u002Fp>\u003Cp>\u003Cstrong>I cannot change Source.\u003C\u002Fstrong> Source can be changed only while the ticket is new. After you submit, the \u003Cstrong>Source\u003C\u002Fstrong> field is locked.\u003C\u002Fp>\u003Cp>\u003Cstrong>I set an assignee and it disappeared.\u003C\u002Fstrong> Choosing a \u003Cstrong>Group\u003C\u002Fstrong> clears the assignee. Select the group first, then the assignee, or select \u003Cstrong>Take It\u003C\u002Fstrong> after the group.\u003C\u002Fp>\u003Cp>\u003Cstrong>Merge with is missing or disabled.\u003C\u002Fstrong> It is hidden on new, closed, and resolved tickets. If it is visible but disabled, select a category and save first.\u003C\u002Fp>\u003Cp>\u003Cstrong>Two tickets for the same customer.\u003C\u002Fstrong> Open \u003Cstrong>Interactions\u003C\u002Fstrong> on either ticket. Merge only works when both tickets have the same requester.\u003C\u002Fp>\u003Cp>\u003Cstrong>Another agent is already on this ticket.\u003C\u002Fstrong> The header shows who is viewing or editing. Coordinate in an internal note before you both reply.\u003C\u002Fp>\u003Ch2>\u003Cbr>\u003C\u002Fh2>","2026-09-18T13:34:59.000+00:00",15,"2026-09-18T13:36:12.000+00:00","Kaan Sarilar",[56],{"title":57,"id":58,"brandId":35,"categoryId":35,"position":35,"description":59,"isActive":19,"language":27,"englishVersion":19},"All Sections",-1,"",{"id":48,"brandId":18,"position":48,"title":61,"description":62,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},"Ticket Management","Test 2",[64,67,70],{"id":65,"brandId":18,"sectionId":32,"categoryId":48,"categoryName":32,"categoryNameTranslated":32,"title":66,"titleTranslated":32,"position":65,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},109,"Understanding a ticket",{"id":68,"brandId":18,"sectionId":32,"categoryId":48,"categoryName":32,"categoryNameTranslated":32,"title":69,"titleTranslated":32,"position":68,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},110,"Ticket Categories",{"id":47,"brandId":18,"sectionId":32,"categoryId":48,"categoryName":32,"categoryNameTranslated":32,"title":49,"titleTranslated":32,"position":47,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},[]]