Ticket detail
Open a request, read the full conversation, reply, and update status.
Ticket detail is the full view of a single customer request. Open it from the requests inbox by clicking any row.
What you see
The detail view typically includes:
| Section | Contents |
|---|---|
| Header | Subject, status, request ID, created time |
| Customer | Name, email, and any custom field values from the form |
| Conversation | Initial submission plus replies from your team and the customer |
| Actions | Reply, change status, copy status link |
Custom fields submitted on the form appear in a structured block so you do not have to parse them from the message body.
Replying from the dashboard
- Open the request.
- Type your message in the Reply composer.
- Send the reply.
The customer receives an email with your message and a link to the status page. Replies sent from the dashboard are stored in the conversation thread.
Customers can also reply by email. Those messages should append to the same thread when email routing is configured correctly.
Updating status
Status changes help your team coordinate and may drive customer-facing emails:
- Open — actively owned
- In progress — ball is in their court
- Resolved — issue handled; customer may still reply
- Closed — terminal state for housekeeping
Pick the status that matches reality before you move to the next ticket. Bulk status updates are not covered here — work one request at a time from detail view.
Customer information
Email is the anchor for notifications and magic links. If the customer mistyped their address:
- Replies and status emails go to the wrong inbox
- You may need to ask them to resubmit from the correct address
There is no built-in customer account to edit — treat the submitted email as source of truth unless your process allows manual correction in the dashboard.
Internal notes
Use internal notes for context that should not email the customer — escalation details, account IDs, or reproduction steps for engineering.
Activity and timestamps
The thread is chronological. Hover or expand entries to see exact send times. Initial submission time is fixed; replies show when each party contributed.
When email replies do not appear
If a customer emailed a reply but the thread is empty on your side:
- Confirm they replied to the correct reply-to address on the notification email.
- Check spam filters on your team's side.
- See FAQ — email replies not showing.
Related topics
- Requests inbox — return to the list
- Replying by email — customer perspective
- Notifications — when you get alerted about replies