Ticket Settings

Use the ticket pane to manage a ticket’s settings:

Default ticket pane view

Click the → button in the corner to hide the ticket pane. Click the 💬 tab to bring it back.

Note

🚫 Some options may not be available if you do not have the required privileges.

Renaming a Ticket

To rename a ticket, simply click on the title and start typing.

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Highlighting Ticket Text

Use the highlighter tool in the upper-righthand corner to mark up important text. (Your highlights are not visible to other agents.)

Ticket highlighter

Highlight by selecting text, then clicking the highlighter. Click again to undo.

Tip

🖱️ UI Protip

Additional actions are available via the submenu:

Ticket submenu

Click the Ticket ▾ heading to access additional actions.

History
See a comprehensive list of updates to the ticket, performed by any user, since its creation.
Merge
Migrate all messages/notes to another ticket (see Merging Tickets for details).
Change Customer
Reassign the ticket to another customer.