# Viewing a ticket

When you're viewing a ticket you will see the following:

[![Screenshot 2024-09-05 at 20.52.44.png](https://docs.ticaga.com/uploads/images/gallery/2024-09/scaled-1680-/cUnJSqnhX6l7bXFS-screenshot-2024-09-05-at-20-52-44.png)](https://docs.ticaga.com/uploads/images/gallery/2024-09/cUnJSqnhX6l7bXFS-screenshot-2024-09-05-at-20-52-44.png)

**Viewing Ticket:** Will show you the subject of the ticket.

**Customer:** Shows you the currently assigned customer.  
If the ticket is from a non customer, you can assign the ticket to a customer via the dropdown.  
<span style="background-color: rgb(241, 196, 15);">**This is only shown to the Agents.**</span>

[![Screenshot 2024-09-05 at 20.52.54.png](https://docs.ticaga.com/uploads/images/gallery/2024-09/scaled-1680-/SMU7YLJP25FNPsPM-screenshot-2024-09-05-at-20-52-54.png)](https://docs.ticaga.com/uploads/images/gallery/2024-09/SMU7YLJP25FNPsPM-screenshot-2024-09-05-at-20-52-54.png)

Now if **you're** an Agent you can view the following section.   
You can change the Department, Status, Priority of the ticket, as-well as assigning the ticket to an Agent.

If you're an **Account manager** for a customer, their tickets automatically get assigned to you. You can however change them to not assigned or to another agent if required.

---

**Responses:**

**Customers** show up in grey and the first ticket reply will show up with stars for the customer to rate you. If they rate you, they'll be a solid Yellow.

[![Screenshot 2024-09-05 at 21.46.58.png](https://docs.ticaga.com/uploads/images/gallery/2024-09/kLR2o4kMwmvjfZbo-screenshot-2024-09-05-at-21-46-58.png)](https://docs.ticaga.com/uploads/images/gallery/2024-09/wKglgpu0hxooJivR-screenshot-2024-09-05-at-21-46-58.png)

Customer's replies are always on the left.

**Agent** replies are always on the right, in blue and don't show the IP Address.

[![Screenshot 2024-09-05 at 20.59.42.png](https://docs.ticaga.com/uploads/images/gallery/2024-09/scaled-1680-/wImGi7d6O8uXSaZt-screenshot-2024-09-05-at-20-59-42.png)](https://docs.ticaga.com/uploads/images/gallery/2024-09/wImGi7d6O8uXSaZt-screenshot-2024-09-05-at-20-59-42.png)

You can leave **Notes** for other agents, these **don't** show up for the customer. They are in Yellow just like the Agents and always on the right hand side.

[![Screenshot 2024-09-05 at 22.01.38.png](https://docs.ticaga.com/uploads/images/gallery/2024-09/scaled-1680-/kXGY7D1Vka7vFuyW-screenshot-2024-09-05-at-22-01-38.png)](https://docs.ticaga.com/uploads/images/gallery/2024-09/kXGY7D1Vka7vFuyW-screenshot-2024-09-05-at-22-01-38.png)

[![Screenshot 2024-09-05 at 20.53.19.png](https://docs.ticaga.com/uploads/images/gallery/2024-09/scaled-1680-/ukPKWAQ0XP2XPxye-screenshot-2024-09-05-at-20-53-19.png)](https://docs.ticaga.com/uploads/images/gallery/2024-09/ukPKWAQ0XP2XPxye-screenshot-2024-09-05-at-20-53-19.png)

**Response Title:** You can enter a subject for your response, this will be used instead of the ticket subject. This is optional and not required.

**Response Type:** If you're an Agent you get this option to either reply to the customer or leave a Private Note for your colleagues.

**Response:** This is where you can write your response to the ticket. Provide as much detail as you can to help.

**Save:** This submits the response.

**Close:** This closes the ticket and marks it as resolved.