Ticket Detail

The Ticket Detail page is where an agent works a ticket end-to-end. It exposes the full record across three tabs (Overview, Conversation, Attachments) and the lifecycle actions (close, reopen, reassign, soft-delete).

Accessing the Page

• Route: /service-desk/tickets/:id
• Menu path: open any row from Tickets List
• Primary audience: Agents, supervisors, and admins (service-desk.view to read, service-desk.manage to edit).

Tabs

The tab is reflected in the URL hash so the page is deep-linkable (#overview, #conversation, #attachments).

Overview

The Overview tab displays the immutable header (ticket number, created timestamp, source, requester card) and the editable mid-form (assignee, priority, due date, status, inline description editor).

Field	Editable	Notes
Ticket number	No	Tenant-scoped, generated at create time
Subject	Yes	Inline edit
Description	Yes	Inline rich-text editor with Save / Cancel
Priority	Yes	Triggers escalation if changed to urgent and Escalate urgent immediately is on
Assignee	Yes	Reassignment requires service-desk.manage
Status	Yes	See lifecycle below
Source	No	Locked after create
Due date	Yes	Editable; cleared on close
Requester	Yes	Click the requester card to swap mode (bp / account / manual)

Conversation

The Conversation tab shows the chronological thread of replies and internal notes.

Entry type	Audience	Notes
Public reply	Internal + external	Visible on the My Ticket Detail view
Internal note	Internal only	Hidden from the external customer; agents can @mention other users (max 25 mentions per entry)
System entry	All	Auto-generated on status change, assignment change, escalation, etc.

The composer supports:

• Switching reply visibility (Reply vs Internal note) before posting.
• Inserting a canned response via the dropdown; variables ({{actor.name}}, {{ticket.number}}) are substituted before the body is inserted.
• Clicking Draft with AI to generate a reply draft with the AI reply endpoint. If the composer already has text, the page asks before replacing it. Insufficient credits show an error and leave the current draft untouched.
• Attaching files inline — files attach to the thread entry rather than the ticket header.

The AI draft action is available only for public replies, not internal notes. It uses the current ticket context and UI language, marks inserted text with an AI draft badge, and is configured from AI Models.

Attachments

The Attachments tab lists every file attached to the ticket (header + every thread entry). Delete is permitted with service-desk.manage.

Lifecycle

graph LR
    open --> pending
    open --> resolved
    pending --> open
    pending --> resolved
    resolved --> open
    resolved --> closed
    closed --> open

• Close sets status to closed, stamps resolved_at if it is not already set, and clears the due date. Closing is reversible.
• Reopen clears resolved_at and resets SLA timers so breach metrics start fresh.
• Soft-delete (Delete action) sets deleted_at and deleted_by. Soft-deleted tickets disappear from the list but remain in the platform Trash drawer. Restore from there with service-desk.admin.

Actions

Action	Permission	Description
Save	service-desk.manage	Persists field-level edits made on Overview
Reply / Internal note	service-desk.manage	Posts a thread entry; broadcasts notifications
Close / Reopen	service-desk.manage	Status transition
Reassign	service-desk.manage (own queue) / service-desk.admin (any queue)	Re-routes to another agent or queue
Delete	service-desk.admin	Soft-delete; recoverable via Trash

Notes

• A mention cap of 25 user UUIDs per thread entry protects against accidental DoS via large @all style mentions.
• Closing a ticket does not strip its replies or attachments; agents can still reopen it later.
• Reopening a ticket clears resolved_at so the SLA breach math runs fresh from the reopen timestamp.
• When the requester is a business partner and the BP is later merged, the ticket follows the surviving partner record.

Related Pages

• Tickets List — back to the queue.
• Canned Responses — admin the reply templates inserted here.
• Queues — admin the routing that picks the initial assignee.
• SLA Dashboard — see breach trends across tickets.
• AI Models — controls the model used for reply drafting.