Ticket Detail
Support ticket view with a header, customer and agent conversation thread, internal notes, and a reply composer.
Support ticket view with a header, customer and agent conversation thread, internal notes, and a reply composer.
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Ticket Detail is the agent surface for a single support ticket. The header card shows ticket ID TKT-2026-0841, the subject Export produces empty file for large projects, an Open badge, a Priority: High badge, the requester Marcus Kim with his email, and Assign plus Close ticket actions. Below it a conversation thread renders three messages: the customer report, a Jordan Lee agent reply, and an Avery Stone internal note distinguished by a muted background and an Internal note badge. The reply composer at the bottom has a Reply to customer and Internal note tab, a pre-filled To field showing Marcus Kim, a Textarea with a draft reply, and a Set status after reply dropdown alongside the Send reply button.
Messages are one array; the isInternal flag drives the background and badge, isAgent drives the Agent label. The internal note pattern is what stops agents from accidentally sending staging debug details to customers.
Reach for this block on the ticket detail route of a support or CRM tool, wired to your ticket and message endpoints. Pair the Assign action with your agent roster and the status dropdown with your workflow states.
A natural flow around it on an Application Pro page:
Before
After
One strong use is the full agent ticket view. Other surfaces:
Tip: internal notes rendered with a distinct background are the cheapest guard against accidentally sending engineering debug details to customers.