The ticket screen

In short: An open ticket consists of four parts: any banners at the top, the top bar with status, assignment and action buttons, the conversation with the composer below it, and the customer context with tabs on the right. At the bottom right is the dock with the chat and with aishaa on this ticket. This article describes the layout; each button refers to the article that covers the function in depth.

Where to find this

Menu Tickets, click a ticket. Everyone from the Viewer role can open and read a ticket. Replying and all editing are available from the Agent role.

An open ticket (menu Tickets, click a ticket) with the top bar, the conversation in the middle, the composer at the bottom and the customer context with tabs on the right.

The screen layout

On a wide screen you divide the space between the conversation and the reply box yourself.

• Between the conversation and the composer there is a divider you can drag. The tooltip says Drag to divide the space, double-click to reset; for screen readers it is called Divide the space between conversation and reply.
• Drag the divider up or down to make the conversation or the reply box larger. Double-click it to return to the default split.
• aishaa remembers your split in the browser you are working in, also when you open another ticket.
• The divider is only there on a wide screen. On a phone the conversation and the composer are stacked in the fixed mobile layout.

An empty composer collapses to a few lines, so the conversation keeps the space. If you click in the composer, or if it contains text, a proposal from aishaa or an attachment, it grows back to the set split.

Banners at the top

The following messages can appear above the top bar:

• This ticket is snoozed until and the date, with the internal note, if the ticket is snoozed.
• This ticket is waiting for an external reply. Reopens automatically at and the date, or only This ticket is waiting for an external reply., with the note.
• Geplande wekkers with, for each wake-up call, the time, the note, planned by and a cross to cancel the wake-up call. See Snoozing and wake-up calls.
• Live connection is temporarily unreliable. This ticket view may be outdated until the connection is fully restored. While this message is shown, most buttons are disabled.

The top bar

The top bar consists of three parts: the ticket identification on the left, the status and assignment in the middle, and the buttons for actions on the whole ticket on the right.

Left

• Arrow back to the ticket overview.
• The ticket number, the subject and a pencil that opens the Edit ticket subject dialog, with the Subject field.
• Age chips: how long the ticket has been open and, if it has been flagged, Important since or Urgent for.
• On a phone or tablet, the Context button, which opens the customer context. See Customer context next to the ticket.

Middle

Right: the action buttons

The top bar always stays one row. If not everything fits, for example in a narrow window or on a laptop with a low screen, the buttons move one by one to the three-dot menu (Actions). They remain fully usable there. They leave the row in this order:

1. Feedback
2. Add action
3. Link tickets
4. Labels
5. Mark as urgent
6. Mark as important
7. The age chips, including the chip that shows when the ticket was read
8. Conversation view
9. The translation icon
10. Search conversation

Almost all buttons are disabled if the ticket is Closed, the status is Draft, you are in view-only mode or the live connection is unreliable. The Status dropdown does keep working on a closed ticket, so you can reopen it.

Mark as unread

With Mark as unread you hand a ticket back to the team: you have read it, but someone else needs to pick it up.

1. Click Mark as unread in the top bar (on a narrow screen, in the three-dot menu).
2. You see the message Marked as unread and return to the ticket overview.
3. The ticket appears there as unread again in the list.

This button also works if the ticket is Closed and if you are in view-only mode, because it is precisely whoever only came to read who hands the ticket back. The button is not available on a ticket with the status Draft or while the ticket is still loading. If you only want to reset part of the conversation, use Mark unread from here in the menu next to a message.

The conversation

The middle part shows the messages in chronological order, with the Customer history block at the top. If notices apply to this organisation today, a line with the Current label and the first notice appears below it; click it to see them all. An internal notice has a padlock (Internal only). See Notices.

The customer history is on one line: the number of earlier subjects, how many of them have been completed, when the last contact was and the last subject. With the arrow on the right (Show more history) you expand the subjects; with Show compact history the bar closes again. When expanded, each subject has an Open ticket #(number) button and you can expand the details per subject.

In the conversation you also see:

• The separator New messages or 3 new messages and the Go to latest message button.
• In the Conversation view, the separators Earlier in this ticket and Other ticket · #number · status.
• For each sent message, the delivery status: Accepted, Sent, Delivered, Read or Failed, and for email after delivery Delivered, Bounced, Temporarily undeliverable, Reported as spam by the recipient or Delivery unconfirmed. For a failed message the reason is shown.
• For WhatsApp messages, the emoji reactions and the text Deleted by the sender in WhatsApp for a withdrawn message. See WhatsApp in the inbox.
• For messages from an external party, the header External participant message or REPLY TO FORWARDED MESSAGE. See Forwarding a message.
• Below a message in another language, the label Show translation or Translated · show original, and for an expanded email Translate full email. See Translation.

The menu next to a message

Every message has a three-dot menu. Which options you see depends on the kind of message.

The three-dot menu next to a customer message in the conversation, with options including Forward, Mark unread from here and Move to another ticket.

Above the composer: whose turn it is

As long as a workflow is working on this conversation, or something is waiting for a colleague, there is one line above the composer. Without a running workflow and without waiting work, that line is not there.

The line above the composer of an open ticket with the name of the workflow, the steps and the Waiting for you button, with the Set up by itself switch on the right.

• On the left is the name of the workflow (tooltip Show the workflow). Next to it are the previous step (with a tick), the step the workflow is at now and the next step.
• Click the name for a small overview of all steps, with Done, Working…, Waiting for you, Next or Failed for each step. With Open in canvas you see the whole workflow with this run on it.
• If a step is waiting for a person, there is a Waiting for you: button with the name of the step, or Waiting for with the name of the colleague it is for. Other waiting items on this ticket are shown after it with a plus sign.
• If you click such a button, the waiting work takes the place of the composer, for example a proposal to forward the message to an external party. At the top it says who it is for, with Proposal of and the name of the workflow. With Back to the customer you return to your reply; whatever you had already typed stays.
• On the right is the Set up by itself switch (on by default). Whatever is waiting for you then comes forward by itself, but never while you are typing (What waits for you comes forward by itself, never while you are typing.). Only work that is for you or is assigned to nobody comes forward by itself.

How workflows work is explained in What are workflows. You also find everything waiting for a colleague in To do.

The composer

Below the conversation is the composer with aishaa’s proposal, the toolbar (add file, AI instructions, translate, AI note, macros), the attachments, the send route and the Send button. If several agents or workflows have proposed a reply, Proposal 1 of 2 appears above the editor with arrows to switch. If you reply via a different channel than the conversation, a bar above the editor says so too. You can read all about it in Replying to a ticket.

The customer card and the tabs on the right

On the right are the customer card, the conversation memory and a row of tabs.

The customer card consists of two lines. The first shows the customer’s name (click it for the customer profile) and the customer group, if any. The second shows where your reply goes: the address or number with the channel icon. The customer’s other channels are shown as small icons at the end; with one click you reply via that channel. All other customer actions are in the three-dot menu (Actions). See Customer context next to the ticket.

The row of tabs consists of four kinds:

• The fixed tabs Activity, Memos, Media, Customer tickets, Resources and Timeline, plus Case (with the Cases feature) and Actions (with the Ticket actions feature). See Customer context next to the ticket.
• A tab per record type from the connected systems, for example a tab with orders or files. See Records from connected systems on a ticket.
• Any separate ticket views from a connection, with the name of that view.
• A tab per workflow shown on the ticket, with the name of that workflow. A dot on the tab shows that the workflow is busy or waiting for you. See The workflow tab on the ticket.

The dock at the bottom right: chat and aishaa

The chat with your colleagues and the conversation with aishaa are not in the top bar of the ticket but in the dock at the bottom right of the screen (aishaa and chat). You open it with the chat button at the top. The dock can float above the page, be docked next to the page or be hidden. See The dock: aishaa, chat and Now.

If you have a ticket open, the bar of the dock shows a ticket icon with the ticket number, with the tooltip aishaa on this ticket. With it you open a conversation with aishaa that belongs to this ticket: you can have her look something up, write a reply or get an action ready. That conversation is Shared with everyone on this ticket, so your colleagues read along. Everything aishaa does in that conversation is a proposal; nothing happens until someone clicks it. See aishaa on this ticket.

Good to know

• Only one colleague can work on a ticket at a time. If someone else opens the ticket, they get the choice Return, Watch only or Take over. See Ticket locking and watch-only mode.
• The title of a ticket automatically follows the subject of the email, unless you have changed the subject yourself. A reply with only a RE: prefix does not change the title.
• If you click a ticket from another organisation on the dashboard, aishaa automatically switches to that organisation.
• Internal notes for your colleagues are not in the conversation but in the Memos tab. See Internal notes and AI notes.

Related

• The ticket overview: filtering, searching and sorting
• Replying to a ticket
• Customer context next to the ticket
• Records from connected systems on a ticket
• The dock: aishaa, chat and Now
• aishaa on this ticket
• Ticket statuses and lifecycle
• Assigning, support group, important and urgent
• Ticket locking and watch-only mode
• The workflow tab on the ticket
• To do
• Keyboard shortcuts