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.

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.