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Having Ticket Details within a system ensures that customer support teams have the necessary information to address issues promptly, track progress, and maintain a record of interactions. This contributes to efficient customer service, improved communication, and a better customer experience. To View the Ticket details,
  • Navigate to the Tickets module from the left menu bar
  • Select and click on the Title of the created ticket, you will be redirected to the detail screen
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  • This detail screen has the following widgets by default, * Ticket Card: This gives you the details of the Ticket Title, ID, Ticket Thumbnail which appears based on the title and, Upcoming SLA due time * Ticket Details: This Widget displays all the Ticket details * Stage Details: This will display the current pipeline and stage of the ticket * Editor: This allows you to post a reply or note on the ticket. * Associated Contact: This widget displays the details of the Contact associated with the Ticket *
  • Company Details:* This widget displays the details of the Company associated with the Ticket * Associated Conversations: This widget will display the conversation that is associated with the ticket. * Files: This will display uploaded attachments that are associated with the ticket.
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  • You can perform the following actions on the ticket from the Action button
  • Edit Ticket
  • Clone
  • Delete Ticket
  • Delete Tracking Logs
  • Customize Layout
Ticket action button
  • You can post a Note or Reply to the ticket
Post note or reply to ticket
  • You can also Update the Stage of the Ticket
Update ticket stage
  • The timeline will display various timeline entries about the events that occurred in the ticket history, internal notes posted by users, replies posted by users, and contacts.
Ticket timeline entries