Ticket summary
Core fields that define ownership, status, and priority.
Update ticket
Edit key ticket fields to keep ownership and status accurate.
Conversation & notes
Public replies and internal collaboration on this ticket.
Reply composer
Public reply
Send a response to the customer.
Internal note
Add context or ask for help from teammates.
Reassign
Change ownership to another agent or team.
Add internal note
Share context with other agents. Notes are never sent to the customer.
Conversation history
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Assignment & SLA history
Audit trail for ownership changes and SLA events.
Assignment history
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SLA events
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