Ticket Detail

The ticket detail is the complete support workspace: conversation, routing, ownership, internal notes, custom fields, related tickets and a timestamped change history in one record.

Reaching the Screen

Open a row from Support then Tickets: {admin}/tickets/detail?id={ticket-id}

Opening the record marks it as read by staff. If the identifier does not point to a ticket, the panel returns to the ticket list.

What Is on the Screen

The heading carries the ticket number. Summary figures show response time, message count and client rating where available. The conversation is loaded with the newest part of the history first, and older replies can be fetched without leaving the page.

The workspace has Reply, Add Note, Custom Fields, Other Tickets and History areas. A client information card stays beside the conversation for registered clients.

Ticket Details

Ticket claiming can show when another staff member is already working on the record. Staff with the operation right can take over, lock or unlock the ticket, transfer it to another client, or delete it.

Only an appointee of the ticket's department can claim it. A staff member who is not on that department's appointee list sees the reason in place of the claim button, with a link to Support → Departments; adding the account there restores the button. A fresh installation appoints the administrator created during setup to every department, so the first account can answer straight away. With Ticket Claiming switched off in General Support Settings there is no claim step at all and the reply editor is open to every staff member.

Reply

Message actions can copy or translate text, edit or delete a message, manage its attachments and mark selected content as private. Encrypted messages are revealed only through the authorized decrypt action. Replies imported through Email Piping are marked with their source.

Add Note

Existing notes can be edited, pinned, unpinned or deleted. The edit dialog uses editNoteMessage and editNotePin to update the selected note.

Custom Fields

Fields assigned to the ticket's department appear here. Values can include ordinary support details or encrypted credentials. Private or encrypted values are handled through the protected reveal and copy controls instead of being printed openly.

The pencil button on each row edits the answer in place. A required field cannot be saved empty; file fields cannot be edited.

The Private Data button gathers the same values as side-by-side cards: the ticket's filled fields together with staff-marked snippets. Every line has its own copy button; the pencil edits a card (including the label on marked entries). Option fields are edited from the tab; only marked entries can be removed.

Other Tickets

For a registered client, this tab lists the client's other tickets but excludes the record already open. It is useful for finding repeated reports before merging or linking the answer to earlier work.

History

The history records changes to status, routing, ownership and other ticket activity. Use ticketHistoryDateRange to limit the history by date; the history table has its own paging and search.

Next Ticket

A vertical tab sits on the right edge of the screen. Hovering it shows the next ticket's status, number, subject and client; clicking it opens that ticket.

The order matches the Tickets list: status priority first, then last update. The Show First preference in General Support Settings applies here too. So do the setting that shows only tickets assigned to you and the priority client group. On the last ticket in the list the tab is not shown.

On a phone the tab stays vertically centred. Swiping right to left brings the next ticket's card in from the edge with your finger. It carries the ticket number, status, subject, client and last activity. Once the card is fully in view its edge bar fills and the “Release to open” line appears. Lifting your finger then opens the ticket. While you swipe, the page behind dims as it does under a top-bar panel. Let go earlier and the card slides back out unchanged.

Tasks

Reply to the client

1. Review the conversation and the current department, service, priority and status.
2. Under Reply, choose a predefined reply or enter a response and add attachments when needed.
3. Send the reply and select the appropriate resulting status.
4. The conversation gains the staff reply, the client is notified and the queue reflects the new state.

Record an internal note

1. Open Add Note and enter information meant only for staff.
2. Add an attachment and enable Pin to Top if the information must stay prominent.
3. Save the note. It appears in the conversation with an internal-note marker and is hidden from the client.

Split part of the conversation

1. Choose the replies that belong in a separate issue and start Split.
2. Enter the new subject, department and priority, and choose whether to notify the client.
3. Confirm. The selected replies and their attachments move into a new ticket.

Transfer the ticket to another client

1. Open the ticket transfer action and search for the new client.
2. Select the client and confirm the transfer.
3. The ticket owner changes; the same client cannot be selected as a no-op transfer.

Things to Watch

Privileges

View Tickets or Ticket Operations opens the detail. Changes, replies, notes, transfers, splits, locks and deletion require Ticket Operations.

Related Screens

• Tickets
• Predefined Replies
• Ticket Custom Fields