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Viewing a ticket

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

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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.
This is only shown to the Agents.

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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.

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Customer's replies are always on the left.

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

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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.

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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.

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