Ticket Detail

The Ticket Detail page is where you view the full context of a support ticket and take action on it. This is the primary workspace for responding to clients, managing assignments, and coordinating with JIRA.

Getting There

• Click any ticket card from the Tickets list
• Click a ticket link from the Dashboard pending actions
• Click a notification in the Notification Bell
• Direct URL: /tickets/{ticketId}

The Back button preserves your previous filters and tab position.

Screen Layout

The page is divided into three main sections:

1. Header — Client info, ticket number, type badge, and action menu
2. Left Panel — AI analysis, original email, conversation thread, and reply composer
3. Right Panel — Assignment controls, JIRA integration, and notes

Header

At the top of the page you’ll see:

• Client name and logo (or “Internal” / “Unknown” for internal/triage tickets)
• Ticket number (e.g., #42) — click to copy
• Type badge: Blue for Activity, Orange for Development
• Special badges when applicable: Internal, Spam, Forwarded, Split
• Overdue indicator if the ticket has exceeded the aged threshold

Actions Menu

Click the three-dot menu in the header to access:

AI Analysis

An expandable section shows how the AI classified this ticket:

• Confidence Score — Percentage with color coding:
  • Green (90%+): High confidence, auto-assigned
  • Yellow (70-89%): Medium confidence, flagged for review
  • Red (below 70%): Low confidence, requires human decision
• Issue Type — What the AI detected (bug, feature request, question, etc.)
• Summary — AI-generated one-line summary
• Detailed Reasoning — Expandable explanation of why the AI made this classification

Click Show/Hide AI Analysis to toggle this section.

Original Email

Below the AI analysis, you can expand the Original Email section to see the raw email that created this ticket. This includes:

• Full email body with formatting preserved
• Any attachments from the original email (images, PDFs, documents)
• Click attachments to view or download

Assignment Panel

(Admin and Lead only — Members see a read-only summary)

The right side panel controls who handles this ticket:

Client Assignment

• Client dropdown — Assign or change the client
• Useful for Triage tickets where the client isn’t yet known
• Changing the client moves the ticket to that client’s project

Support Member

• Combobox with search — Assign a support team member
• Shows avatar and name
• Type to filter the list
• Only shows active team members

Developer (Development tickets only)

• Combobox with search — Assign a developer
• Filtered to team members with the “Can Develop” capability

Classification

• Responsibility — Select the technical domain (e.g., Web Frontend, Backend API)
• Feature — Select the functional area (e.g., Chat, Calendar)
• Priority — Set from Lowest to Urgent (5 levels)

Assignment Notes

• Rich text editor for internal notes about this ticket
• Supports formatting, links, and images (paste from clipboard)
• Attach files to notes using the upload button
• Notes are visible only to team members, never sent to clients

Save Actions

• Update Assignment — Save all assignment changes
• Assign & Create JIRA (Development tickets) — Save and create a linked JIRA ticket

Conversation Thread

The main area shows the full conversation history:

• Client messages appear on one side with the client’s identity
• Support responses appear on the other side
• Each message shows the sender name, timestamp, and any attachments
• Long messages have an Expand/Collapse toggle

Selecting Messages for JIRA

Each message has a checkbox. Select messages and click “Add Selected to JIRA” to append them as comments on the linked JIRA ticket. Messages already added show an “Added to JIRA” indicator.

Replying to Clients

(Admin and Lead only)

Below the conversation thread:

1. Type your response in the rich text editor
2. Use the toolbar for formatting (bold, italic, lists, links)
3. Paste images directly from your clipboard
4. Attach files using the upload button (images, PDFs, documents, videos up to 50MB)
5. Click Send Reply to send the email to the client

JIRA Integration

(Development tickets only)

When a ticket has a linked JIRA issue, you’ll see:

• JIRA Key (e.g., PROJ-123) — Click to open in JIRA
• Status — Color-coded badge matching JIRA status
• Assignee — The JIRA assignee (synced from JIRA via webhook)
• Tracking — Active or Inactive toggle for resolution email automation

Actions

• Link Existing JIRA — Search and link to an existing JIRA issue instead of creating a new one
• Sync from JIRA — Refresh status, assignee, and details from JIRA
• Add Messages to JIRA — Select conversation messages to add as JIRA comments

Progress Tracking

Use the segmented buttons to update the ticket’s progress:

• To Do (gray) → In Progress (blue) → Done (green)

This progress is tracked within Supportomation and is separate from the JIRA status.

Resolution

When a ticket reaches a completed status:

Automatic Mode

If your system is configured for automatic resolution emails, the client receives a notification automatically when JIRA marks the issue as resolved.

Manual Mode

An Admin or Lead can:

1. Click Send Resolution Email
2. Customize the message in the editor
3. Send to the client

Alternatively, click Mark Resolved Without Email to close the ticket silently.

Splitting a Ticket

If a client’s email contains multiple issues:

1. Open the Actions Menu → Split Ticket
2. A modal shows the original email content
3. Edit the summary for the new ticket
4. Click Create Split Ticket

The new ticket will reference the original via a “Split from #xxx” link.

Tips & Troubleshooting

Next Steps

• Ticket List & Filtering — Finding and browsing tickets
• Ticket Types — Understanding Activity vs Development
• JIRA Integration — Detailed JIRA workflow guide
• Triage — Handling unassigned and unknown tickets