Opening a ticket shows the conversation on the left and the details on the right.
Conversation
Customer messages are labelled with the customer's name; staff messages are labelled just Admin, never with the agent's name. Internal notes are amber with an Internal badge. Attachments appear under their message.
Add Reply
A rich-text box with a file picker, Insert help article, AI Draft Reply and the Internal note checkbox. The button reads Send Reply, or Add Note when the checkbox is ticked (up to 10,000 characters).
- Insert help article searches the knowledge base (2 or more characters, 6 results, needs the KB view permission) and adds a link at the end of your reply, not at the cursor.
- AI Draft Reply shows a draft to review; Use this reply replaces everything already in the box. Internal notes are not sent to the AI.
Side panel
- Update Status saves as you choose. It offers Open, In progress, Waiting on customer and Done; Closed appears only if the ticket is already closed.
- Agent: Select agent, Save. Assigning does not change the status.
- There is no control for priority or subject.
- Change Log lists creation, status changes, assignee changes (without naming the assignee), replies and notes, oldest first. Moving to Trash and back shows as raw codes, and a ticket made in the portal has no "created" row.
- Attachments: download list and an uploader. Images, PDF, text, CSV and mp4/webm/ogg are accepted, no SVG. Uploading needs the media upload permission, which a support-only role may lack.
When the customer is notified
A public reply emails the customer and adds a bell notification. A manual status change does too, but the status word in that message is plain English ("in progress", "waiting on customer", "resolved") even for Persian customers. A note and a trash action notify nobody.
A trashed ticket
Opening one from Trash shows it half working: the Change Log is empty and replies, status and assignment are refused with "Ticket not found". Restore it first.