Working with Tickets

The ticket detail panel is where actual work happens, replies, status changes, assignments, time tracking.

The detail panel

Clicking a card opens the detail panel. Everything on a ticket lives here: editable title and description, priority and status dropdowns, assignee, labels, due date, attachments, and the activity timeline running down the side.

The ticket detail panel with description, comments, and the status, assignee, and priority sidebar — A ticket's detail panel: description and comments on the left, status, assignee, and priority on the right.

Attachments default to 10 MB per file. The total size per ticket is capped at 100 MB.

Replying vs. internal notes

The reply box at the bottom of the panel has two buttons:

Reply sends an email to the customer (from your configured address) and adds the message to the public timeline.
Internal note only your team sees. Useful for "FYI, this customer was upset last week" without anyone outside the team seeing it.

Both fields use the rich-text editor, including common Markdown-style shortcuts. Canned responses are inserted from Settings → Canned Responses and remain editable before sending.

Moving tickets through

Two ways to change status: drag the card on the board, or use the status dropdown in the detail panel. Closing a ticket notifies the customer by email.

Doing several at once

Pick Select Tickets from the menu next to New Ticket to switch on checkboxes, then select cards across any lane. A toolbar appears at the top of the board with batch assignment, status changes, label edits, and bulk close or reopen. Worth using when you triage in the morning instead of clicking each one.

The activity timeline

The timeline records replies, status changes, assignments, tag edits, automation runs, AI suggestions, and file uploads. Existing history entries are not edited through the ticket UI; add an internal note when a later correction needs context.