Tickets

A ticket represents one customer support issue.

Tickets include:

• A title or subject.
• A creator.
• A status.
• A priority.
• An assignee.
• Participants.
• A conversation history.
• Customer and customer organization context when available.
• Reply attachments and rich-text content.

Conversation history

Ticket messages are shown in the conversation. Messages can be external replies or internal notes.

External replies are customer-facing. Internal notes are for the support team and are not meant for customers.

Assignment and participants

The assignee owns the next action on a ticket. Participants are additional people connected to the ticket conversation.

Admins and agents can update assignment and participants from the ticket detail page.

Closed tickets

Closed tickets are read-only. They cannot be updated or reopened. If a customer needs more help after a ticket is closed, they should open a new ticket.