When you click above "three-dots-vertical" icon button, a dropdown menu with three key options becomes accessible:

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• Delete Ticket : This option allows you to permanently remove the ticket.

• Violation : Upon selecting this option, a pop-up modal appears. This modal enables you to enter a violation note.

  • Customer Violation Button : This button appears in violation model only after the user has crossed a predetermined violation limit, as defined in the ticket settings.
    Note : This toggle button only appears only after violation limit is crossed.

This section provides detailed information about the user's ticket, making it easy for you to understand and address their concerns. It includes the title, date and time, as well as a brief summary of the ticket's subject.

This section appears when an admin has added a custom field with the field type set as a text area in the Custom Field . It serves to display the user's custom field description, providing additional context, details, or notes specific to the ticket as defined by the user.

• Canned Responses : Access pre-defined messages to swiftly address common queries or issues, ensuring consistent and efficient responses.

• Summernote : An editor that allows administrators or agents to compose custom replies with rich text formatting, enabling clear and informative communication.

• Upload : Attach multiple files within the specified size limit to provide supporting documentation or additional resources to resolve the user's concerns.

• Status : Choose the appropriate status for the ticket, indicating its current state:

  • In Progress : choose this when you're actively working on resolving the ticket.

  • Solved : choose this when you want to close the ticket, when 'Solved' is selected, The "Rating page to customer" button appears ( This button becomes accessible only when the "Rating Page Disable" setting in the ticket settings is disabled. )

  • On Hold : You can temporarily pause work on a ticket, often while awaiting further information or clarification. When you select this option, a text area field will appear, allowing you to add a reason for placing the ticket on hold.

• 'Save to Draft' Button : Sometimes, you may need more time to craft a complete response. The "Save to Draft" feature allows you to save your progress and return to the ticket later, ensuring thorough and thoughtful replies.

  • Email Notification : When a draft is saved by an admin or agent, an automatic email notification is sent to all relevant administrators and agents. This notification serves as an alert, informing team members that a draft has been created and may require their attention or input.

  • Edit and Delete Functionality : The drafted description is not set in stone. It can be edited and refined as needed, ensuring that it accurately reflects the desired message or information. Additionally, if the draft is no longer required, it can be easily deleted, maintaining a clean and organized ticket management system.

• 'Reply Ticket' Button : Once you've composed your response and are ready to communicate with the user, hit the "Reply Ticket" button to send your message.

Here, you'll find a threaded conversation history between administrators/agents and the user. This allows for a structured and chronological view of all interactions.

• Message Status : The system provides real-time message status, indicating when a message has been sent ("Sent") and when it has been viewed by the user ("Seen").

• Edit Messages (Admin) : Admin have the power to edit both their own messages and messages from their agents, allowing for accurate and professional communication.

• Delete Messages (Admin) : Admin can delete their own messages and messages from their agents, providing control over the conversation history.

'Ticket to Article' Button :It convert selected conversations into informative articles or knowledge base entries. When administrators or agents select specific conversations, they can utilize this button to transform those conversations into structured articles.

This section acts as the central hub for ticket information. It includes details such as ticket ID, category, priority, open date, and status. Additionally, you can incorporate custom fields to add extra information.

'Re-open' Button : When a ticket is closed, this button allows you to re-open it, effectively reinstating the ticket for further investigation and action.
Note : This button only appears after ticket is closed.

The Assign Activity Section is designed to enhance ticket management and accountability. By clearly displaying the assigner, assignee, creator, and closer of the ticket.

'View History' Button : Navigate to a comprehensive history of ticket assignments, providing insights into who created, closed, and modified the ticket, along with timestamps.

This section concentrates on user-specific details, such as IP address, mobile number, country, time zone, and ticket history.

'Previous Tickets' Button : Access the user's ticket history, allowing you to review their previous inquiries.

Here, administrators or agents can document essential notes and information pertaining to the ticket. This card allows you to maintain an organized record of discussions, updates, and actions taken in relation to the ticket.