Overview
Ticket #{{id}} — {{subject}}
Channel: {{channel}} • Priority: {{priority}} • Status: {{status}} • Last activity: {{last_activity_at}}
Update ticket
Change status, priority, assignment, and SLA policy with an audit-friendly reason.
Comments
Source: api:/api/tickets/{{id}}/comments
| Time | Author | Visibility | Message |
|---|---|---|---|
| 2026-02-28T09:12:00Z | Agent: Jordan Lee | Internal | Investigating billing webhook retries; checking last 24h logs and customer plan entitlements. |
| 2026-02-28T09:25:00Z | Customer: Avery Chen | Public | We’re seeing duplicate charges on two invoices. Can you confirm what happened? |
Overview
Conversation
Reply to the customer or add internal notes to coordinate resolution.
Reply to customer
Send an update to the requester. Attachments and templates can be added later.
Add internal note
Capture investigation details, handoffs, or links for teammates.
Overview
Operational history
Assignment, escalation, and status changes for audit and handoffs.
Activity trail
Source: api:/api/tickets/{{id}}/activity
| Time | Actor | Action | From | To |
|---|---|---|---|---|
| 2026-02-28T09:05:00Z | System | routed_to_team | Unassigned | Billing Support |
| 2026-02-28T09:08:00Z | Agent: Jordan Lee | status_changed | New | Open |
Assignment history
Source: api:/api/tickets/{{id}}/assignments
| Assigned at | From | To | Reason |
|---|---|---|---|
| 2026-02-28T09:06:00Z | System | Team: Billing Support | Matched category=billing |
Escalations
Source: api:/api/tickets/{{id}}/escalations
| Created | Severity | Level | Status | Acknowledged |
|---|---|---|---|---|
| — | — | — | None | — |