Ticket People and Properties

This article describes the People and Properties blocks on the ticket screen. For an overview of the ticket screen, see Ticket Screen.

People

1. Assignee — the employee responsible for the ticket. You can lock the ticket, change the assignee, or assign the ticket to yourself.
2. Watching the ticket — employees who currently have the ticket open.
3. BCC — a hidden watcher who receives public and internal comments.
4. Ticket requester — the customer in the dialogue. Click the name to open the customer profile or select another customer.
5. Notification channels — the channel through which the customer receives notifications.
6. Company — the customer's company and its properties.
7. CC — a user who receives all public comments.
8. Last replier and last commenter — the authors of the latest public and any comment.
9. AI agent — a switch for connecting an AI agent to the ticket. See Creating AI Agents and Their Competencies.

Ticket properties

• Priority — ticket importance. See Ticket list.
• Status — the ticket processing stage. See Ticket statuses.
• Group — the ticket's thematic group used for statistics and filters.
• Source channel — the channel through which the customer created the request.
• Time zone and Language — customer parameters.
• SLA policy — the service standard applied to the ticket. See Managing SLA policies.
• Key — an entity used for customer authorization, support checks, validity, and SLA.

Custom fields and skills

Custom ticket fields contain data specific to the workflow. Configure them in Custom fields.

Ticket skills are used to distribute requests among qualified employees. Configure the skill list in Managing skills.