Ticket detail
Conversation, internal notes, properties, attachments, watchers.
Ticket detail is the full work surface for one request.
Layout
- Main column — title, long-form fields, conversation (comments), activity.
- Sidebar — status, priority, type, company, assignees, labels, short fields, watchers, attachments metadata.
Public reply vs internal note
| Kind | Who sees it | Use for |
|---|---|---|
| Reply (not internal) | Team + eligible portal users | Customer-facing updates |
| Internal note | Staff only | Investigation, private coordination |
Never leak internal notes
Internal notes must not be copy-pasted into a public reply. Portal users and customer email never receive internal content.
Change properties
Update status, priority, assignees, company, labels, and visibility from the sidebar. Status changes can also happen by dragging on the board.
Attachments
Upload files on the ticket (or on a comment, depending on UI). Downloads use time-limited links.
Mentions & watchers
Full guide: Mentions & watchers.
- Mentions notify staff participants (and follow visibility rules for who can be mentioned).
- Watchers receive updates when they subscribe to a ticket.
Live updates
Comments and field changes from teammates or MCP agents stream in without a full reload — Live updates.
Side peek vs full page
From the board, cards often open in a side peek. Expand to a full page when you need more room or a shareable URL (/{workspace}/tickets/{id}).