Ticket Details

What the Ticket Details page is for

Ticket Details is the single-ticket conversation view. It shows the entire thread for one support ticket — every customer message and every staff reply in reverse chronological order (newest first) — alongside the controls you use to reply, change status, reassign, retag, attach files, leave private notes, and close the ticket. It is where almost all day-to-day support work happens.

You reach it from Support Tickets: open the Tickets item in the sidebar, then click any ticket row in the list. You can also land here from a client’s profile in Client Details, in which case the back arrow returns you to that client.

Page layout at a glance

• Header — back arrow, ticket number (for example #1042), the current status badge, and the subject line. Click the subject to edit it inline. Header buttons on the right are Pop Out, Close Ticket, and Delete.
• Presence banner — an amber strip appears when another staff member is also viewing this ticket, showing their initial. If they start typing a reply, an “is typing” note is added so two agents don’t answer at once.
• Reply box — a plain-text editor pinned to the top of the thread, with buttons for AI drafting, an internal-note toggle, the signature toggle, and file attachments.
• Conversation thread — every message, newest first, each with the author’s name, badges, timestamp, and an edited marker where applicable.
• Sidebar (desktop) — ticket properties (Ticket ID, Status, Priority, Department, Assigned To, Created), the client card, and the client’s services. On phones these controls move to a compact strip above the thread.

Sending a reply

1. Type your response in the reply box at the top of the thread.
2. (Optional) Attach files — see Attaching files below.
3. (Optional) Click Show Signature to preview your personal signature beneath the message.
4. Click Send Reply.

The reply is added to the thread immediately and the customer is notified. Sending a public reply automatically moves the ticket status to Answered — you don’t need to change it by hand. Your draft is saved as you type, so if you navigate away and come back the half-written reply is still there.

The signature appended to your replies comes from your own Account settings, not from a platform-wide setting. Every staff member maintains their own signature, and the toggle only appears once you have one configured and enabled.

AI draft and Refine

Two assistant buttons sit in the reply box header, beside the “Reply to Ticket” heading:

• AI draft — reads the conversation so far and writes a suggested reply into the editor for you to review and edit before sending.
• Refine — takes whatever you have already typed and tidies up grammar, tone, and clarity. It stays disabled until the reply box contains text.

Both buttons only ever fill the editor — nothing is sent to the customer until you click Send Reply.

Internal notes

Click the Internal note (padlock) button to switch the composer into private mode. The box turns amber and anything you send is visible only to staff — the customer never sees it, and it does not change the ticket status. Use internal notes to leave context for colleagues (“waiting on the data centre”, “refund approved by finance”). Internal notes carry no signature, and the Send button changes to Send Internal Note. Click the toggle again to return to a normal public reply.

Attaching files

1. Click the paperclip button below the reply box.
2. Select one or more files. Chosen files appear as chips above the Send button, each showing its name and size; click the × on a chip to remove one before sending.
3. Send the reply as normal — the files are attached to that message.

Limits and accepted types:

• Up to 5 files per message, each up to 25 MB.
• Accepted formats include PDF, Word documents, plain text, CSV, Excel spreadsheets, and common images (PNG, JPG, GIF, WebP, HEIC).
• Archives and executables are blocked for safety (for example .zip, .rar, .7z, .exe, .bat, .msi).

Attachments on existing messages appear as download buttons inside that message; click one to save the file.

Editing the ticket

Edit the subject

Click the subject text under the ticket number. It becomes an editable field — type the new subject and press Enter (or click the check) to save, or press Escape to cancel.

Change status, priority, department, or assignee

Use the dropdowns in the sidebar. Each one saves the moment you change it — there is no separate Save button. The available options are:

Control	Options	What it does
Status	Open, Answered, Customer Reply, In Progress, Closed	Sets where the ticket sits in your workflow. Sending a reply auto-sets Answered; a new customer message sets Customer Reply.
Priority	Low, Medium, High, Urgent	Flags how quickly the ticket needs attention; used for sorting and filtering in the list.
Department	Your configured departments (e.g. Billing, Technical Support)	Routes the ticket to a team. Staff who aren’t super-admins only see the departments they belong to.
Assigned To	Unassigned, or any staff member	Hands the ticket to a specific agent. Choose Unassigned to put it back in the shared queue.

The sidebar also shows two read-only fields: the Ticket ID (its number) and the Created date.

Edit or delete a message

Each message in the thread has a pencil (edit) and a trash (delete) icon in its top-right corner. Editing opens the message text inline — change it and click Save, or Cancel to discard. An edited message shows a small “(edited)” label afterwards. Deleting a message asks for confirmation and removes it permanently.

Reading the thread

Messages are listed newest first. Each one shows the sender’s avatar, name, timestamp, and badges that tell you who sent it:

Badge / marker	Meaning
Staff badge + blue left border	A reply sent by one of your agents.
Internal badge (padlock) + amber left border	A private staff-only note the customer cannot see.
Guest badge	A message from someone who submitted the ticket without an account (via a public contact form).
(edited) label	The message was changed after it was first posted.
Star rating	If the customer rated a staff reply, the stars appear next to it.

Client and services sidebar

Below the ticket properties, the sidebar shows two more cards:

• Client — the customer’s email with a View Client Profile link to their full profile. For guest tickets it shows the guest’s name and email and a Guest badge instead.
• Services — lists all of the client’s services. Services attached to this ticket are highlighted and tagged Linked, with a small status pill (active, suspended, etc.). Click any service to open it.

To change which services are attached, click Edit on the Services card. A dialog lists the client’s services with checkboxes — tick the ones relevant to this ticket and click Save Changes. Linking a service makes it easy to jump straight to the affected service while handling the ticket.

The Services card and the client-profile link are hidden for guest tickets, because a guest has no account or services to link.

Closing, deleting, and popping out

Close Ticket

The Close Ticket button in the header moves the ticket to Closed and asks for confirmation first. Once closed, the reply box is replaced by a “This ticket has been closed” notice. Re-set the Status dropdown to any other value to reopen it and reply again.

Delete

The Delete button permanently removes the ticket and all of its messages. This cannot be undone, so it asks for confirmation. Most of the time you want Close, not Delete.

Pop Out

Opens the ticket in a small floating panel so you can keep replying while you navigate to other pages in the admin panel — handy for checking a client’s invoices or services without losing the conversation.

Live chat tickets

Tickets that started as a live chat are marked with a Chat badge in the header, plus an Online / Offline pill showing whether the visitor is currently connected. You reply exactly as you would on any other ticket. Once the visitor disconnects or ends the chat, the conversation becomes read-only and a banner explains that the chat has ended.

Tips and gotchas

Prevent auto-close while you work. When enabled in Settings → Tickets, Answered tickets are closed automatically after a set number of days without a customer reply. Set the status to In Progress on a ticket you’re still working through to keep it out of the auto-close sweep.

Internal notes never notify the customer. Double-check the composer is in normal (blue) mode, not amber Internal mode, before sending anything the customer needs to see — and vice versa.

Avoid double answers. If the amber presence banner shows a colleague is also viewing the ticket, coordinate before replying so the customer doesn’t get two conflicting responses.

Related articles

Support Tickets · Account & Signature · Client Details · Settings