Working a Ticket #

Open any ticket from Support Desk → Tickets to access the ticket detail view.

The detail view is organized into sections:

Header: Ticket number, subject, status badge, priority badge, SLA due date indicator.

Customer & License Context: Customer name, email, linked DDLS Core license details, and license status — pulled live from DDLS Core.

Ticket Information Panel:
– Status (editable)
– Priority (editable)
– Category (editable)
– Assigned Agent (editable)
– Tags

Timeline: Chronological log of all events — status changes, assignments, replies, escalations, notes. Each entry shows who took the action and when.

Replies: All customer and agent replies in threaded order. Internal notes are visually distinct and only visible to agents.

Attachments: All files attached to the ticket or any reply.

Actions:
– Reply (public or internal note)
– Change status
– Reassign agent
– Escalate
– Merge into another ticket