Ticket Detail

One ticket, whole: the message thread, the properties that route it, the SLA clocks and its history. Every verb the header names — reply, note, assign, close — happens right here.

At a glance

  • The full thread with the composer pinned at the bottom
  • Queue, state, priority, assignee and tags — saved the moment they change
  • SLA timers drawn as progress bars, with pauses explained
  • One composer for public replies and internal notes
Ticket Detail

The header and its verbs

The header carries the back link, the ticket's number and subject, and its state, priority and SLA badges, followed by the verbs: Reply, Add Internal Note, Apply macro, Assign, Edit Subject, Close Ticket and Delete Ticket. Each verb focuses the control that owns it instead of opening a duplicate — Reply lands you in the composer, Assign on the assignee select.

Thread and composer

The thread fills the main column with the composer pinned at the bottom. Five messages show and the rest fold behind a count of the earlier ones. Flipped to Internal Note, the composer changes four signals at once — tinted surface, toggle, hint text and send label — so a private note never looks like a public reply.

The side column

Properties holds the queue, state, priority and assignee selects and the tag chips with Add a tag — every change saves itself on the spot. Below it sit the Caller card, the Conversation card with its link and audio player, the SLA card and a collapsed History. Each SLA timer draws a progress bar, and a paused clock says when it stopped.

  1. Read the threadThe newest five messages show; the rest fold behind a control that says how many earlier ones there are.
  2. Reply — or note inwardThe composer flips between Reply and Internal Note, and four signals flip with it — surface tint, toggle, hint text and send label — so you always know who will read what you write.
  3. Set the propertiesQueue, state, priority and assignee are selects in the side column; each saves the moment you change it — there is no Save button.