Messages are what we call the updates to a ticket. Each update to a ticket is known as a message and will appear as it's own individual reply to the ticket and have various pieces of information available. This includes who has created the message, when it was added, it's given number in the order of messages and various other metrics.

Agent View

The Agent view will have more information available within the ticket than a Client view. An Agent view looks like this:

Agents will be able to see how many Messages the ticket has and any private notes stored within the ticket.

These can only be seen by Agents or Users within your organisation, allowing you to communicate internally without the client being able to see.

Next up is the tab containing any attachments uploaded to the ticket. 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 add a watcher manually.

Tags can be found directly below the ticket title, to add a new tag use the grey Add Ticket Tags button. Again these 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 client. An agent will have access to the ticket information section including helium information and any SLA that is in operation on the ticket. The Ticket Information can also be updated here using the quick toggles on each variable.

The sidebar will contain a Contact Info section with all of the information collected about the creator and client. This includes their Username, contact telephone number, email address, location full address and Organisation details of the creator.

Client View

The Client view will be slightly different from the Agent view with some information hidden. Here is same ticket as above from a client view:

A customer will be able to see how many messages the ticket has in total including times and dates added. The customer can see any attachments uploaded to the ticket.

They are able to see Watchers, and add watchers. Perhaps they have a colleague who needs to be able to view the ticket updates, they will be able to manually add them as a watcher.

Hidden from the customer are the private notes, related tickets, tags and some of the sidebar information which we will cover below.

Customer Sidebar

The customer sidebar will have all the relevant information the customer will need. It won't display the Helium related to a ticket, the SLA details or the information regarding the creator as this isn't information the customer will need access to. They also won't see any Sidebar Notes or have access via the Sidebar short cut to the Knowledge Base.

At the top of the message thread will be the history of changes made to the ticket including any SLA information, any changes made to the urgency or impact.