The ticket worktop

The ticket worktop

Open any ticket and you land here. Two columns, each with a job:

Left — the conversation

The full back-and-forth between requester, agents, and the system. System events (status changes, assignment changes, SLA breaches) are interleaved as rows so you can follow the timeline.

The reply box at the bottom has two modes, toggled with a checkbox:

• Reply to requester (default) — goes to the requester via email + portal. Triple-check before sending.
• Internal note — only visible to agents. Use freely; this is your scratch pad.

Canned responses are available in the reply box — start typing / to insert one. They support variables like {{requester.first_name}} and {{ticket.id}} so they don’t read as boilerplate.

Right rail — three tabs

The right rail has three tabs:

Properties

Everything you can change about the ticket without writing prose:

• Status transitions — one-click buttons for the allowed next states (Open / Pending / Waiting on user / Waiting on third party / Resolved / Closed)
• Assignee — claim or reassign with one click
• Priority — Urgent / High / Medium / Low; override manually
• Asset — link or unlink a specific IT asset
• Watchers — anyone CC’d; they get notifications but aren’t the requester
• Time tracking — start/stop a timer; cumulative time logged
• SLA controls — resolution due date with breach indicator; manual extension for vendor delays
• Snooze — park the ticket until a future time so it resurfaces then
• Linked tickets — manual links to related work

Changing a property is logged automatically — no need to add an internal note saying “set priority to High”.

Context

The requester at a glance — name, email, school, department, role badge, and how many other open tickets they have. Below that: up to five of their most recent tickets, any AI triage suggestion for this ticket, relevant KB articles surfaced by the AI, and catalog submission details if the ticket came from a catalog item.

Activity

A lifecycle timeline (raised / resolved / closed timestamps) and the full audit trail of every change to this ticket — who changed what and when.

Useful keyboard shortcuts

Shortcut	Action
Cmd+Enter	Send the reply you’ve written
R	Focus reply box in Reply mode
N	Focus reply box in Internal note mode
A	Assign ticket to yourself

When you’re done

Set the ticket to Resolved with a clear final reply. The requester gets the reply + a “did this help?” prompt. They have a configurable window (default 3 working days) to come back; if they don’t, the ticket auto-closes.

Don’t go straight to Closed unless the ticket was a duplicate or a non-issue — Resolved gives the requester a chance to push back.