My Ticket Detail

My Ticket Detail is the customer-facing read/reply view for a ticket the user opened (or that was opened on their behalf). It removes every internal-only surface — internal notes, assignee picker, source dropdown, system audit entries — and locks edits once the ticket is closed.

Accessing the Page

• Route: /service-desk/my/tickets/:id
• Menu path: open any row from My Tickets
• Primary audience: External account users (the original requester only).

Layout

The page mirrors Ticket Detail but with fewer tabs and reduced field visibility.

Overview

Field	Editable	Notes
Subject	Yes (until close)	Inline edit
Description	Yes (until close)	Inline rich-text editor
Priority	Read-only	Set by the agent or the create form
Status	Read-only	Reflects internal state
Due date	Read-only	Reflects internal state
Requester / account	Read-only	Identifies the user

Conversation

The thread shows only public replies. Internal notes and system audit entries are filtered out server-side. The composer is single-mode — every entry the customer posts is a public reply. @mentions are disabled.

Attachments

Attachments uploaded by the customer can be added or removed until the ticket reaches closed. After close, the list is read-only.

Lifecycle

External users cannot change ticket status. To request a re-open of a closed ticket, the customer posts a reply on a closed ticket — agents see the new entry and can reopen it from Ticket Detail.

Notes

• A closed ticket is fully read-only on this surface; description, attachments, and replies are all locked.
• Internal notes never leak to this view, even if mentioned in passing — agents can quote a customer’s previous reply, but the agent’s own internal note is filtered out.
• Public-reply notifications respect the tenant’s email template configuration in Communications.

Related Pages

• My Tickets — back to the list.
• Create Ticket — submit a new request.