Agent - Sidebar
The side bar on each ticket gives you a brief overview of pertinent information from the ticket. This view is here so you can quickly see information while you are responding to a ticket, meaning that instead of having to search for information while working on a ticket it will be right there on the ticket itself. For example the location of the customer can helpful along with the contact information in case a quick phone call would help speed up resolution.
Creator - This is where you will find information about the creator of the ticket, the company they work for, their job title, email address and telephone number. Having these details available at all times during the ticket journey is a valuable tool to your Agents.
Service Level Agreement (SLA) - Where your customer might have a Service Level Agreement this will show in the Sidebar here, detailing where your ticket is in its lifecycle and whether the first response target was met.
Ticket Information - This is where you will find the current status information of the ticket. This tells you what you need to know about the how much this impacts your customers business, how urgent it is and if this customer has an SLA.
In this section you can quickly edit any of these bit of information by hovering over each section. This will provide a small pop up where you can make amendments and save them. You can also change multiple elements at the same time by using the main edit button at the top of the ticket information section. This will create a form in a light window allowing you to make multiple changes to the ticket in one go.
Additional Information - This section allows you to see any other information pertinent to the ticket for example information from your custom fields. In this example the type of equipment that the ticket relates to is displayed here.
GitHub
find ticket with github info to screenshot here
Contact Information
The complete customer contact information is here including their address. This can be useful if the company has various locations, this will show which offices the User works at.
Notes
The Notes tab within the sidebar is where your customer notes will appear, this is a handy place to have any customer information that could be relevant to the ticket.
Knowledge Base
This Knowledge Base tab gives you and the customer sight of any KB articles held within your KB. The KB tab will provide a search box for you or the customer to search relevant knowledge base articles that could help resolve ticket.
Sidebar - Customer
A customer sidebar will contain some of the same information however some will be hidden from their view.
Ticket Creator - This shows creator details including timestamp.
Ticket Information - This is the current ticket information, this isn't the information when it was created as some elements may have changed during it's lifecycle.
Ticket Creator - As above the additional information section will provide any elements from the custom fields relating to the ticket.