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Every ticket contains detailed information about the customer, the conversation, and its current state. This information appears in the details panel alongside the conversation. Screenshot of ticket details

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Status

The status of the ticket shows the current state of the ticket. It covers the entire ticket lifecycle, from when it was created to when it was resolved.
  • AI Agent processing:
    The AI Agent is currently processing the ticket.
  • Waiting for customer
    The ticket is waiting for the end customer to reply.
  • Waiting for agent input:
    The ticket is assigned to a Human Agent and is waiting for them to reply.
  • Waiting for agent action
    The AI Agent requires a Human Agent to take action.
  • Needs agent takeover
    The ticket needs to be taken over by a Human Agent.
  • Waiting for agent decision
    The AI Agent requires a Human Agent to make a decision.
  • Handed off to third party system
    The AI Agent has handed off the ticket to a third party system.
  • Done
    The ticket has been resolved.
  • Ignored
    The ticket has been ignored.
  • Error
    The ticket has encountered an error.
  • Snoozed
    The ticket has been snoozed.

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Priority

The priority of the ticket shows the urgency of the ticket.
  • Low: Can be addressed after more urgent matters. Minor inconveniences, cosmetic issues, or information requests that don’t impact core functionality. Customer operations are not significantly affected.
  • Medium: Standard priority. Typical inquiries, common problems with reasonable workarounds, or issues with limited impact. The customer can continue most activities despite the issue.
  • High: Requires prompt attention. Substantial disruption to the customer’s business or needs, including service degradation, partial functionality loss, or issues affecting important but non‑critical operations.
  • Urgent: Requires immediate attention. System outages, security breaches, safety concerns, legal compliance issues, or situations severely impacting multiple users or business operations. Significant financial or operational impact likely.

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Team

The team the ticket was assigned to. The AI Agent will automatically assign the ticket to the team that is most likely to be able to handle the ticket based on the team configuration.

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Assignee

The team member currently responsible for the ticket. The dropdown can be used to change the assignee. The assignee acts as the owner of the ticket and is responsible for overseeing the ticket’s progress all the way to resolution.
You can use the keyboard shortcut A to quickly assign the ticket. See all keyboard shortcuts.

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Rating

The agent/admin quality rating for a closed conversation (1–5 stars), independent of the customer’s CSAT score. The Rating field appears on closed tickets, and unrated conversations show empty stars. Hover the field and click the edit control to open Rate this conversation, where you can set or change the score and an optional comment. The rating is shared across the team. For the inline end-of-conversation prompt, timeline events, and filtering unrated tickets, see Conversation rating.

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Labels

The labels on the conversation, shown as colored chips. The AI Agent applies them from the list your admins define, and any agent can correct them. Click the + button next to the chips to open the picker, then check or uncheck labels. Your changes save when the picker closes, and the timeline records what changed and who changed it. A label you set by hand is never removed by the AI Agent. The field appears once the workspace has at least one label. A conversation can carry up to 5. For the list itself and how classification works, see Ticket labels.

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Summary

The summary of the ticket. This is a short description of the ticket’s content and purpose. It is automatically generated by the AI Agent based on the conversation history. It’s continuously updated as the conversation progresses.

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Customer details

All the details about the customer who is interacting with the ticket. We automatically collect some information such as the email address and name. Additionally, all the information from the Chat widget variables are shown here as well. If you have backup or handoff to a CRM enabled, you can see the CRM ticket id here as well.

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Past tickets

If the customer has had any previous tickets with you, you can see the details of those tickets here. You can click on a ticket to open it in a new tab. This section is only shown if the customer has had any previous tickets with you. The AI Agent can also look up the customer’s past conversations, so returning customers don’t have to repeat themselves. Past conversations explains what it can access.
Hover over the ticket to see the summary of the ticket.