Tickets & the ticket screen
Where the actual work happens: the conversation, the notes, the attachments and every action available on a case.
What is it?
The full ticket workspace — customer details and history in the sidebar, the complete message thread in the centre, and the actions available: reply, internal note, assign, change status or priority, add labels, attach files, merge, escalate, close.
Why does it exist?
Everything an agent needs must be on one screen. The moment they have to open another system to understand the customer, quality and speed both drop.
How does it work?
1
Read the thread from the top — previous replies may already contain the answer.
2
Check the customer sidebar for past tickets and internal notes before replying.
3
Reply to the customer, or add an internal note for colleagues only.
4
Update status honestly — "pending" means waiting on the customer, not waiting on you.
5
Reassign or escalate rather than letting a ticket sit in the wrong place.
WHO USES IT
Support staff
WHAT MANAGEMENT ACHIEVES
Any agent can take over any case competently, because the whole history is in front of them.
In practice
A customer replies to a two-week-old thread. A different agent opens it, reads eight previous messages and the engineer’s internal note, and answers correctly on the first attempt.
See this screen in the real software:
Open the live demo →