Ticket Details Page – Agent View
A complete walkthrough of the ticket details interface that agents use to resolve customer issues.
The Ticket Details page is your primary workspace as a support agent.
Every ticket in LeadFlow Pro has a dedicated details page that shows the full customer conversation, all related context, and every action the agent can take. This guide explains every section of the page so you can work efficiently and resolve tickets faster.
- For Service CRM overview, see Service CRM Feature Overview.
- For mobile ticket management, see Service CRM on Mobile App.
Note: The ticket details page layout can be customized by admins. Some sections described here may appear in a different location depending on your organization's configuration.
1. Ticket Header
The ticket header at the top of the page shows the most important metadata at a glance. You can update most of these fields directly from the header without opening a separate edit form.
- Ticket ID – A unique identifier for the ticket (e.g. #TKT-4521). Reference this in all communications.
- Subject – A brief description of the customer's issue. Editable by the agent.
- Status – Current lifecycle stage: Open, In Progress, Pending Customer, Resolved, or Closed.
- Priority – Low, Medium, High, or Urgent. Determines SLA timelines and queue position.
- Assignee – The agent currently responsible for the ticket. Click to reassign.
- Queue – The support queue this ticket belongs to. Affects routing and SLA policies.
- SLA Timer – A countdown showing time remaining to first response or resolution. Turns red when nearing breach.
2. Conversation Thread
The main area of the ticket details page shows the full conversation history between the customer and your support team, in chronological order.
Each message shows the sender's name, timestamp, and the channel it came from (email, WhatsApp, chat, etc.).
- Customer Messages – Displayed with a blue background. Includes all channels.
- Agent Replies – Displayed on the right side. Shows which agent sent the reply.
- Internal Notes – Yellow background. Visible only to agents — never sent to the customer.
- System Events – Gray banners indicating status changes, assignments, or SLA events.
- Reply Box – At the bottom of the thread. Toggle between 'Reply to Customer' and 'Add Internal Note' using the tabs.
3. Agent Action Panel
The action panel on the right side of the page gives agents quick access to all the actions they can perform on the ticket.
- Change Status – Move the ticket to the next lifecycle stage. Select from the status dropdown.
- Reassign – Transfer the ticket to another agent or queue. The previous assignee is notified.
- Merge – Combine duplicate tickets. The merged ticket is closed and all history is attached to the primary.
- Add Tags – Apply tags for categorization, routing, and reporting (e.g. 'Billing', 'Bug Report', 'Escalated').
- Apply Macro – Run a saved macro — a pre-configured set of actions like 'Set status to Resolved + Send canned reply + Add tag'.
- Split Ticket – If the customer reports two separate issues in one ticket, split it into two independent tickets.
4. Customer Context Panel
The left sidebar on the ticket details page shows comprehensive context about the customer — pulled directly from the CRM. Agents can resolve issues faster when they have the full picture.
Note: Admins can configure which fields appear in the customer context panel from Settings > Service > Ticket Layout. Only show fields that are actionable for your agents.
- Contact Details – Name, email, phone, and company. Click to open the full contact record.
- Ticket History – All previous tickets raised by this customer, with their status and resolution.
- Open Deals – Active sales opportunities linked to this customer. Useful for retention-sensitive cases.
- Account Details – Subscription plan, renewal date, and account value — so agents know who they're dealing with.
- Custom Fields – Any custom CRM fields your admin has configured to appear in the context panel.