Ticket Layout Overview

A helpdesk ticket is a digital record of a customer's request for assistance. A ticket contains all the relevant information about the customer's issue or query, including their contact details, the nature of the problem, and any interactions that have been had with the customer regarding the issue. The ticket can originate from various sources, such as emails, phone calls, live chats, or social media messages.

The ticket layout consists of the following sections:

  1. Ticket status, department, and assigned agents
  2. Ticket subject
  3. Ticket tags
  4. Ticket body
  5. Ticket action buttons
  6. Contact details
  7. Ticket details
  8. Ticket active users

Ticket header

Ticket status, SLA time, department, and assigned agent

This section denotes the current status of the ticket, its remaining or overdue SLA time (applicable only if the ticket is in New or Open status), current department to which the ticket is attributed, and the agent to which the ticket is assigned (if to any). A ticket can be attributed only to a single department, and assigned maximally to one agent (or unassigned).

Ticket subject

The subject of the ticket, automatically generated (depending on the source of the ticket) based on the subject of the incoming email, page from which the chat started, or phone number of the customer. The ticket subject can be updated either by customers or by agents.

Ticket tags

This section of the ticket header displays all tags added to the ticket, including the option to add more tags, or even create a new tag if the searched tag was not found.

Ticket body

This section contains the content of the ticket and all its messages from the customer, all agents, or the system, including notes.

Ticket actions buttons

This panel contains buttons showing all available actions that can be taken with the ticket, e.g. replying to the ticket, transferring it, assigning to an agent, postponing, adding a note, resolving, etc.

Contact details

This section contains details about the customer who is the owner of the ticket. Clicking on the three dots in the top right corner of this section allows you to edit contact's details, change the owner of the ticket, or ban the contact's IP address. This section compared to the ticket's details section (described below) displays the same info across all tickets that belong to the same customer.

The Contact details section contains five default tabs:

  • Personal details - This tab displays saved details about the contact like email address, phone number, language, time zone, customer's groups, and other custom contact fields values.
  • Browser - This tab contains saved details about the technical specifications like the browser, operating system, and IP address and location (identified based on the IP address) if the customer contacted you via any widget (as IP address is not recognized from emails).
  • Note - A plain text note about the customer, shared among all other contact's tickets.
  • Recent tickets - This tab displays the customer's other tickets of which the customer is the owner, except tickets in Spam or Deleted status. The records display the status of customer's tickets, a short preview, and indicate by black rectangle whether they are assigned to an agent or not. Hovering over the available black rectangle elongates it and displays the name of the agent to who the customer's ticket is assigned.
  • Page visits - This tab tracks pages that the customer visited during all his live chat sessions.

Additional plugins that populate information about the customer, e.g. WooCommerce Orders, MailChimp Integration, or Shopify Integration add another tab to the Contact details section.

Ticket details

This section contains details about the ticket itself. Each ticket has a unique ID that is available in this section. Clicking on the three dots in the top right corner of this section calls a menu from where you can edit the ticket details and export the ticket to an HTML or PDF file. This section is to the opposite to the contact's details section (described above) unique for each ticket.

The ticket details contains seven default tabs:

  • Fields - This tab displays the ticket's subject and other custom ticket fields values.
  • Participants - This tab denotes all customers that participated on the ticket. The ticket participants functionality is explained in this article.
  • Note - A plain text note about the ticket itself, unique for the ticket.
  • Related tickets - This tab displays all tickets in which the current ticket was mentioned either by the customer, agents, or the system.
  • Service-level agreement - This tab displays all the SLA levels attributed to the ticket that are currently running.
  • Ticket history - Denotes the history of all statuses of the ticket through which a ticket went. The Ticket history section logs a new record not only on status change action, but also on transfer or assign actions.
  • Ticket Attachments - This tab contains all files attached in the ticket's messages. Hovering over a record allows you to download, view, or delete the attachment.

Additional plugins that can enhance the work with the ticket, e.g. Time tracking, Giphy Integration, or Ticket KB Suggestions add another tab to the Ticket details section.

Ticket active users

This panel displays all the users who are viewing and replying to the ticket, including both customers and agents.