Documentation

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.

Title & Summary

Every ticket has a title and a short summary shown on its card and — for feature requests — on your public roadmap.

For tickets submitted through the widget, the title and summary are generated automatically by AI from the visitor's answers. Generation is privacy-safe: it never includes personal or contact details (names, emails, phone numbers, and the like), so the result is safe to display publicly even when the form itself collected private information.

You can refine both at any time:

  • Edit inline — click into the title or description at the top of the ticket panel and type. Changes save automatically.
  • Regenerate with AI — click the sparkles button to (re)generate a clean title and summary from the ticket's answers.
The full form answers always stay in the ticket for your team. Only the title and summary are used on public surfaces like the roadmap.

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
  • Banned Badge: A red Banned badge appears next to the visitor's name in the sidebar header when the visitor has been banned, so you can spot blocked users at a glance

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. The picker offers the boards you have been granted; an organisation owner now sees every board even with no explicit grants, where previously an owner without grants got an empty picker and could not move a ticket at all
  • Status Updates: Change ticket position in workflow columns
  • Priority Levels: Set urgency with color-coded priority badges (Low/Medium/High)
  • Labels: Pick any of the board's labels to tag the ticket — they show as coloured chips on the board card, and you can filter the board by them (see Board View)
Editing a ticket, moving it, archiving it, deleting it and commenting on it all require the Tickets permission. Until this release any signed-in member of the organisation could do all of that through the API without holding it.

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
  • Live for the team: A comment goes through the server, so a colleague with the same ticket open sees it appear without refreshing

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
  • Session Replay: If session replays are enabled on the chat widget — reached at Brand → (your brand) → Chat widget — a View Replay button appears in the action panel. Clicking it opens a fullscreen modal with a complete replay of the visitor's session — showing every click, scroll, and page navigation leading up to the ticket submission. This gives you immediate visual context for the reported issue without leaving the ticket. Learn more in the Session Replays documentation.
  • 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

Sharing This Ticket

  • Copy for AI: Puts the ticket on your clipboard as readable text, ready to paste into ChatGPT or another assistant. It never includes customer details or technical logs
  • Export ticket: Download the ticket as Markdown, a CSV row, or a Yaplet backup. Trello JSON isn't offered here, because a Trello file is a whole board rather than a single card
For the full picture of formats and what survives a move, see Importing and Exporting Boards.

Ticket Lifecycle

  • Archive: Remove from active workflow while preserving data
  • Delete: Permanently remove ticket (requires confirmation). Deleting runs on the server, so the ticket disappears immediately for everyone including the mobile app, and the deletion is written to your audit log

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.