Working a ticket

The ticket edit screen holds the conversation, requester details, assignment, SLA clocks, and advanced actions.

Conversation

• Public reply: rich text answer the customer receives when Notify customers is on and Email this reply is checked
• Private staff note: internal only, never emailed
• Canned replies: insert saved HTML and optional macro side effects
• Attachments: upload files with replies when attachments are enabled. Image files show thumbnails in the timeline with a lightbox viewer and download link (same pattern as the portal)

Ticket fields

• Status, priority, department, assignee, type, and tags
• Requester name and email (editable with Requester permission)
• Custom field answers shown on the ticket

Side panels

• Previous tickets: earlier tickets from the same email
• Activity trail: status, owner, priority, and requester changes
• Watchers: CC emails copied on public replies
• Time log: minutes and notes with running total
• SLA: first response and resolve clocks with breach state

Advanced actions

• Merge: fold this ticket into another; messages and attachments move across
• Split: lift one message into a new ticket (when Allow splitting messages is on)
• Mark spam: closes ticket and can blocklist the requester email

Checkout

Joomla checkout prevents two editors overwriting the same ticket. Save or cancel to release the lock. Read-only demo accounts can open tickets without checking them out.