Ticket View
Comprehensive ticket management interface displaying submitted form data, visitor information, and workflow controls for processing customer tickets.
Overview
The ticket details view provides a complete overview of individual ticket submissions with two-panel layout: form responses on the left and detailed information/actions on the right sidebar.
Visitor Information Panel
Visitor Profile
- User Details: Name, email, and identification information
- Geographic Data: Country flag and location information
- Account Status: Subscription plan and external identifiers
- Activity Timeline: Last visit timestamp and interaction history
Ticket Metadata
- Unique ID: Copyable ticket identifier for reference
- Submission Source: Which form generated the ticket
- Timestamps: Creation date and visitor activity data
Ticket Management Controls
Assignment & Workflow
- Assignee: Assign tickets to specific team members or unassign
- Board Transfer: Move tickets between different boards
- Status Updates: Change ticket position in workflow columns
- Priority Levels: Set urgency with color-coded priority badges (Low/Medium/High)
Communication Tools
Comments Section
- Team Discussion: Add internal comments visible only to team members
- Chat Interface: Message-style comment system with timestamps
- Auto-scroll: Comments automatically scroll to show latest messages
Decision Emails
- Professional Responses: Send formatted decision emails to visitors
- Email Templates: Use verified organization email addresses
- Response History: View previous decisions sent for the ticket
- Custom Sender: Add sender name for personalized communication
Action Panel
Media & Evidence
- Screenshots: Direct links to view captured screenshots
- Screen Recordings: Access session recordings if available
- Chat History: Navigate to full conversation history
Technical Data
- Event Logs: Timeline of user interactions (clicks, network requests, events)
- Metadata: Technical data and system-generated information
- Raw Data: Complete form submission details
Ticket Lifecycle
- Archive: Remove from active workflow while preserving data
- Delete: Permanently remove ticket (requires confirmation)
Form Response Display
The main panel shows all submitted form data in a clean, organized layout with:
- Field Types: Support for text, multiple choice, ratings, file uploads
- Read-only Display: Formatted preview of user responses
- Complete Context: Full submission data for informed decision-making
Use the comments section for team collaboration and the decision email feature for professional customer communication. Archive rather than delete tickets to maintain historical records.
All ticket actions are tracked and can be reviewed through event logs. Priority changes and assignments update automatically across the board view.