#196: Ticket Screen
Отредактирована: сегодняTicket Screen
The ticket screen is the main workspace for a support agent. It brings together the customer conversation, ticket actions, people, properties, SLA information, and additional work blocks.
Where to start
Choose the section you need:
- Working with the dialogue — the Comments, Events, and Session tabs, replies to customers, internal comments, mentions, and message actions.
- SLA on the ticket screen — SLA counters and display modes.
- Ticket people and properties — assignee, watchers, CC/BCC, customer, company, priority, status, group, custom fields, skills, and AI agent activation.
- Additional blocks — assets, time tracking, External tickets, Child tickets, possible duplicates, RCA, and custom widgets.
- Search in a ticket — searching the knowledge base and related materials.
- Neural Search — semantic search for an answer with AI.
- Development tracker tasks — linked tasks from Jira and other development systems.
- Custom widgets — additional mini-applications, such as the Quick notes widget.
Blocks on the right side of the ticket screen
The right side of the page can contain standard and additional blocks. Their availability depends on system settings, licensing, integrations, and enabled feature flags.
- People — assignee, watchers, customer, company, CC/BCC, notification channels, and the latest commenter.
- Properties — type, priority, status, group, source channel, language, and other ticket fields.
- Search, Neural Search, and KCS Articles — finding information and linking knowledge to the ticket.
- Tracker tasks — viewing and creating linked development tasks when an integration is configured.
- Possible duplicates — finding tickets with similar subjects and merging repeated requests.
- External tickets — working with external contractors or related departments.
- Quick notes — an example of a custom widget for local agent notes.
See Additional blocks on the ticket screen for a detailed description of blocks that require feature flags.
Header and quick actions
- Ticket status shows the current stage. See Ticket statuses.
- Ticket subject is set when the request is created and can be changed.
- SLA block shows the status of SLA targets. See SLA on the ticket screen.
- Export ticket exports all or only public comments to PDF or HTML.
- Merge ticket merges two tickets. See Merging tickets.
- Create a new ticket from the current one separates a new customer question from the current dialogue.
Creating a new ticket from an existing one
This is useful when one dialogue contains several different questions. When you create a new ticket, a form opens where you can enter the new request. Properties, product, and custom-field values are copied from the original ticket.
