Ticket Metadata
Ticket properties
Status, priority, tags, and channel.
People
Who requested this ticket and who owns it.
Timing
When this ticket was created and last updated.
Conversation
Full history of public replies and internal notes for this ticket.
Activity timeline
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Update ticket
Change status, reassign, and adjust priority.
Ticket properties
Quickly update the core properties that affect routing and SLAs.
Reply & internal notes
Communicate with the customer or collaborate privately with your team.
Add internal note
Share context with other agents. Customers will not see this note.
Reply to customer
Send a public reply that the requester will see.