The Agent view will have all of the available information on a ticket, some of which won't be available to all Users (customers).

Agents will be able to see how many Messages back and forward with your client the ticket has and the first tab shows any private notes stored within the ticket. These notes are private to your company, clients can't see private notes anywhere across your system. This is a great way to store any notes on your clients which can be seen by your Agents/Staff/Management.

Next up is the tab containing any attachments uploaded to the ticket by anyone. Attachments are an optional feature of a ticket type, please see the article on Attachments for more detail on how to enable this.

Related tickets is also an Agent only feature. This is an option within all tickets to allow an Agent to relate similar tickets together.

Watchers are people who have been involved in the ticket or have been added as a person of interest in the ticket. The creator and responder are automatically added as a watcher however you may also manually add a watcher.

Tags can be found directly below the ticket title in grey highlighting. These again are only a feature available to Agents as a tool to link and relate tickets together.

Agent Sidebar

The sidebar Ticket Information will also be slightly different for an Agent than it is for a customer. An agent will have access to the quick edit functions attached to Impact, Urgency and Ticket Helium and will display any SLA that is in operation on the ticket.

The sidebar will contain a Contact Info section with all of the information collected about the creator and customer along with any GitHub integration items (if applicable).

The other tabs within the Agent Sidebar are Notes for saving any notes relating to the User or Client that have been saved elsewhere under their User profile or Client profile. And lastly there is a Knowledge Base tab for quick access to your Knowledge Base to save Agent time spent searching for an article or document they need to reference, this way it can be accessed while still working in the body of the ticket.