Understanding the Ticket View
The Ticket View is the central workspace where support agents manage customer requests. From a single screen, you can review ticket details, assign ownership, communicate with customers, collaborate with teammates, and monitor Service Level Agreements (SLAs).
Understanding each section of the Ticket View helps agents respond efficiently and keep support requests organized throughout their lifecycle.
Tip
Use the Ticket View as your primary workspace. Most daily support tasks including assigning tickets, replying to customers, adding internal notes, and updating ticket status can be performed from this page.
Ticket Information
The Ticket View displays all important information related to a support request.
Key sections include:
- SLA Information — Displays First Response and Resolution deadlines based on the applied Service Level Agreement.
- Description — Shows the original issue submitted by the customer as the first communication.
- Additional Information — Displays other ticket fields and business-specific information configured for your Helpdesk.
Assign Tickets to Agents
Tickets can be assigned to individual agents so ownership is clearly defined.
To assign a ticket:
- Open the ticket.
- Click Assign.
- Select an available agent.
- Save the assignment.
If no agents are available, you must first add users as Helpdesk agents before assignments can be made.
Once assigned, the selected agent becomes responsible for handling the ticket.
Assignment Tip
Assigning tickets ensures accountability and prevents multiple agents from responding to the same customer request.
Reply to Customers
Agents can communicate with customers directly from the Ticket View.
There are two ways to reply:
Reply Button
The main Reply button opens the email editor for composing a response.
The editor automatically populates the recipient using the customer’s email address.
It supports several features, including:
- Email autocomplete.
- CC and BCC recipients.
- Rich text formatting.
- Images and videos.
- File attachments.
- Canned responses for frequently used replies.
Reply to a Specific Message
Each customer email within the conversation includes its own reply option.
Replying from an individual message automatically includes the appropriate email context, making it easier to continue long conversations without manually copying previous messages.
Add Private Notes
Private notes allow agents to collaborate internally without exposing information to customers.
Private comments are visible only to your support team.
They are commonly used to:
- Share internal updates.
- Leave reminders.
- Request assistance from teammates.
- Record troubleshooting information.
You can mention other agents within a comment. Mentioned users receive an email notification informing them that they have been referenced in the ticket discussion.
Ticket Statuses
Every ticket progresses through one of four primary statuses during its lifecycle.
- Open
- Replied
- Resolved
- Closed
Each status affects how Service Level Agreement (SLA) timers are calculated.
Open
The ticket is awaiting action from the support team.
- First Response SLA is active.
- Resolution SLA is active.
Replied
This status indicates that an agent has responded to the customer.
- The system evaluates the First Response SLA.
- The Resolution SLA is paused while waiting for the customer’s reply.
- If the customer responds, the ticket automatically returns to Open.
- Assigned agents receive a notification when the customer replies.
Resolved
This status indicates that the issue has been resolved by the support team.
- First Response SLA is evaluated if it has not already been checked.
- Resolution SLA is evaluated.
- If the customer replies again, the ticket automatically reopens and returns to Open.
Closed
Closed represents the final stage of the ticket lifecycle.
- Remaining SLA evaluations are completed.
- Customers can no longer reply to the ticket.
- Agents can still reopen the ticket if additional work is required.
Tickets may be closed either by the customer or by an agent, depending on your Helpdesk configuration.
Understanding First Response SLA
The First Response SLA measures how quickly an agent responds to a customer for the first time.
When the first reply is sent, Helpdesk compares the response time with the SLA target and records whether the response met or exceeded the defined deadline.
Best Practices
- Assign tickets as soon as they are received.
- Use private notes for internal communication instead of customer replies.
- Keep customers informed with timely updates.
- Monitor SLA timers to avoid missed response and resolution targets.
- Close tickets only after confirming the customer’s issue has been resolved.
Note
Ticket statuses directly influence SLA calculations. Configuring appropriate SLA policies helps your team measure response times accurately and maintain consistent service quality.
