Work a ticket

Open a ticket

Click a row in the inbox, press j or k to step through the list, or paste a ticket link such as /support/acme-inc/BH-85213721 into the address bar. The conversation opens in the middle pane with the customer panel on the right.

The ticket header

From left to right:

• Back to ticket list (or Esc) closes the ticket.
• Previous ticket / Next ticket (or k / j) move through the list, with 3 of 25 showing where you are.
• The ticket number chip. Click it to copy the number.
• The subject, with a Spam or Deleted badge when either applies, and avatars of teammates who have the ticket open right now.
• The Status dropdown and the Assignee pill (it reads Assign while nobody has the ticket). Pick a new value to change it; the change saves straight away and is recorded in the conversation.
• Close sets the ticket to your closed status in one click. On a solved or closed ticket the button becomes Reopen.
• More actions (⋯) opens the menu described below.
• Three icons: Reply beside the conversation puts the composer side by side with the messages instead of underneath them; Customize sidebar chooses which cards show in the customer panel (see Customize the panel); Hide customer panel collapses the right-hand column.

Under the subject, a line gives the channel the ticket arrived through, when it was opened and where it stands against its SLA, for example Chat · opened Aug 26, 2026 · Resolution overdue. See Statuses, priority and SLA.

The conversation

Messages appear as a thread, oldest first. Messages from the customer sit on the left, your team's replies on the right, and internal notes stretch across the full width in amber. Status changes, assignments and other events appear as short dividers between them; hide them with Hide activity in conversations in the toolbar if you only want to read the messages.

Each message shows who sent it, when, whether it was Received via email or Sent via email, and the From, To and Cc addresses. Replies carry a delivery badge once the email has gone out, for example Opened (2) when the customer has opened it twice, or Delivered, Bounced, Spam or Failed. A reply the AI assistant sent on its own carries an Autopilot badge.

• Show quoted text reveals the earlier messages a customer quoted below their reply; Hide quoted text folds them again.
• Long threads collapse older messages behind an Expand bar. Collapse and Expand message work on a single message.
• Attachments appear as chips under the message with Preview, Open in a new tab, Download and Attach to reply.
• On an internal note, Edit note and Delete note are available to the author, and Notified … lists the teammates who were emailed about it. Deleting a note removes it for everyone and cannot be undone.

The composer sits at the bottom, collapsed to a Reply… button and an Internal note button until you click one. It is covered in Reply, add notes and use the composer.

Banners you may see

Banner	Meaning
This ticket was merged into AS-16601 — Card on file expired. Its conversation now lives there.	The ticket was a duplicate. Click View ticket to open the one that was kept.
Deleted by Sarah Johnson on 12 Oct 2026 …	The ticket is in Trash. It is hidden from the inbox, search and reports and nobody can reply to it. Click Restore to bring it back.
This ticket is solved. / This ticket is closed.	The ticket is resolved. The banner offers Send CSAT survey and Copy link. Replying, or a new message from the customer, reopens it.

The More actions menu

Item	What it does
Copy link	Copies the ticket's link, for example /support/acme-inc/BH-85213721, to paste into chat or a note.
Mark as worked on	Records that you spent time on the ticket without replying. It feeds the Time tracking card and the ticket's activity.
Forward…	Emails the whole conversation to someone outside the ticket. See below.
Merge into…	Combines this ticket with another one. See below.
Mark as spam… / Not spam	Moves the ticket to the Spam view, or brings it back.
Do not mail…	Adds the requester to the Do-Not-Mail list so your team stops emailing them. See The Do-Not-Mail list.
Add follow-up	A small form inside the menu: pick Tomorrow, In 3 days, Next week or a date, add a note and click Add follow-up. See Follow-ups.
Delete ticket…	Moves the ticket to Trash. Shown only when your workspace keeps deleted tickets.

Forward a conversation

1. Choose Forward… from the More actions menu. The Forward ticket dialog opens.
2. Enter the To address, and optionally Cc (optional) and a Note (optional) that is added above the conversation.
3. Tick Include attachments to send the files as well.
4. Click Forward.

The full conversation goes out as a one-off email. Replies to it do not come back to this ticket; use Cc on a normal reply instead if you want the person in the conversation.

Merge tickets

When the same customer writes in twice about the same thing, merge the duplicates into one ticket.

1. Open the duplicate and choose Merge into…, or select several tickets in the inbox and choose Merge from the bulk actions bar.
2. In the Merge ticket dialog, search for the ticket to keep by subject, number or requester. The one you pick is marked Keep.
3. Click Merge (or Merge 2 into AS-16601).

The duplicate is closed and its messages move into the ticket you kept, with a banner on the old ticket pointing to the new home. If the customer replies to the old email thread, or follows an old portal link, they land on the kept ticket.

Mark a ticket as spam

Choose Mark as spam…. The ticket moves to the Spam view and out of every normal list. Tick Also block sender@example.com to go further: future emails from that address go straight to Spam, their other tickets are flagged, and they receive no auto-replies. Both can be undone with Not spam, and blocked senders can be unblocked under Support settings → Suppressions.

Delete and restore a ticket

Choose Delete ticket… and confirm Delete AS-16683?. The ticket moves to Trash and disappears for the whole team: from the inbox, search and reports. Nothing is erased. The confirmation toast offers Undo for a few seconds, and an administrator can open the Trash view at any time, select the ticket and choose Restore to put it back exactly as it was. If the customer replies to a deleted ticket, it comes back on its own.

Tip: Deleting is for tickets that should never have existed, such as test messages. For duplicates, merge instead so the conversation history stays together.

Next: Reply, add notes and use the composer.