Ticket Detail¶

The ticket detail shows the subject, number, and status, the full conversation history, and a summary block in the right-hand sidebar.

Conversation¶

The main column contains every message in chronological order:

Client messages carry your account avatar and (client).
Staff replies carry the employee avatar and (staff).
Status changes (for example Waiting on Client, Resolved) are logged as separate rows with the corresponding timestamp.

New reply¶

Below the conversation there's a "New Reply" editor with file attachments and a "Contains sensitive information" checkbox. The "Detach from the top of the page" button detaches the editor so it stays visible while scrolling through a long thread.

Ticket details¶

The right-hand sidebar summarises:

Request Type — for example "General".
Status — the current state of the ticket (full list in the Introduction).
Department — "Support" by default.
Related Project — with a "Change" button next to it.
Related Service — with a "Change" button next to it.
Creation Date and Last Reply.

The "Change" button next to Related Project or Related Service opens the "Change Project and Service" dialog with two fields — project and service (services are filtered by the selected project).

Leaving either field blank removes the corresponding link.

Info

Both "Change" buttons open the same dialog — the only difference is which field receives focus.

Marking as resolved¶

The "Mark as Resolved" button in the top-right area opens a confirmation dialog:

After confirming, the ticket moves to the "Resolved" status. You can always reopen it if you have follow-up questions.