The view of a ticket mainly consists of the conversation list, supplemented by additional, aggregated information in the header and the ticket extensions.

The header of a ticket always contains a preceding icon followed by a text. The source of both can be changed in the layout settings of the ticket. The header is supplemented by detailed information: the ticket number, creation date and the ticket owner.

On the right side of the core information of the header there are:

• A button to print the ticket

• A Options menu

Note: The ticket owner has a link to the users data in the Users and Groups application. The prerequisite for this is that the logged in user has the permission Users and Groups.

Note: If a ticket is being processed, this is marked on the icon of the user who is editing it. Only this user has write access at the moment.

The following options are available to the user via the header:

• Copy URL to ticket: copies the web address of the ticket to the clipboard.

• Export Ticket as Archive - creates a ZIP file with the ticket as PDF as well as the attachments.

• Search in Ticket - full-text search in the ticket, including navigation of multiple search results.

• Filtering the conversation steps for exclusive selection:
  • Pure conversation: only show steps of the conversation that contain a text or attachments, for example when emails have been sent or received
  • No system steps: show additional processing steps without additional text
  • Show all: also show all internal processing steps

• Show extensions: display / hides the list of ticket extensions

• Layout Settings: bring up the dialog to change the Ticket Layout Settings

In the conversation list the sequence of the processing steps of the ticket is being displayed. The list is sorted reverse chronologically (the latest changes are at the top). The most important information of processing steps are:

• Who triggered this step
• What was done - this refers to the ticket action taken and the editing text
• When the step was triggered

Processing steps can be produced by the Task Planner, a Quick Ticket, a Form - or more than one - which is indicated with a visual hint on the left side of the step. Quick Tickets, for example, can produce multiple steps for a ticket at once. In this case, the indicator will be grouped over multiple steps. Hovering over the indicator shows additional links to the originating Task Planner tasks or Quick Ticket if the user has the corresponding permissions.

There is a line with ticket actions between the header of the ticket and the conversation list to process a ticket. Depending on the status of the ticket, this line only contains the allowed ticket actions. The order of the ticket actions changes automatically - for each user individually - with the frequency of their use. For example, if the "Edit" ticket action is used significantly more often than "Close", it will be placed further up in the list of ticket actions.

A conversation, e.g. via email, often contains a lot of duplicate content due to responses from previous emails. This duplicate content is detected in plain text and HTML emails and hidden if it is at the end of the email. This shortens the length of the conversation list. Duplicate content is pointed out to the user by a small button that can be used to show this content again.

Note: Only whole paragraphs can be hidden. If only one paragraph is detected as duplicate content, it must contain at least 50 words or images before it is hidden.

Ticket extensions provide further information about a ticket. The extensions shown can be changed and sorted in the Ticket Layout Settings.

Note: The visual proportions of the conversation and extension list can be changed by dragging and dropping the separator between the two lists.