Working a Ticket
How the ZyberDesk ticket view works: the toolbar, the single timeline, private notes, the composer, the properties panel, the contact card, other tickets, activity, previous and next, keyboard shortcuts and ticket numbers.
Working a ticket
Open a ticket from any list in Tickets and you get one page to read the whole conversation, answer it and update the ticket. The page has four parts: a breadcrumb and toolbar across the top, the timeline and composer in the middle, and a panel with the ticket's properties on the right.
Breadcrumb
The breadcrumb reads <folder or view> › #12. The first part links back to the list you came from, so you land on the same folder or saved view. If you open a ticket without that context, for example from a shared link, it reads All open.
On the right, a Source badge names where the ticket lives, such as Zyberdesk or Freshdesk.
Ticket numbers
Tickets created in ZyberDesk show a plain number, for example #12. Tickets synced from another helpdesk keep a prefix that tells you where they came from:
| Where the ticket lives | Shown as |
|---|---|
| ZyberDesk | #12 |
| Freshdesk | #F12 |
| Zendesk | #Z12 |
| Help Scout | #H12 |
This is how the number is shown in the breadcrumb, the ticket list, Home, the Other tickets pane and the command bar. The stored ids do not change, so existing links and API calls keep working.
A ticket link without a platform parameter opens a ZyberDesk ticket. Links to tickets from another helpdesk carry their platform in the URL.
Toolbar
The toolbar sits under the breadcrumb.
| Action | What it does |
|---|---|
| Star | Marks the ticket as a favorite for you. The star fills in right away and goes back if saving fails. |
| Reply | Scrolls to the composer on the Reply tab. |
| Note | Scrolls to the composer on the Private note tab. |
| Forward | Opens a dialog with To (one or more email addresses, separated by commas) and a Note. Both are required. |
| Resolve | Sets the status to Resolved. It is disabled once the ticket is Resolved or Closed. |
| More (three dots) | Mark as spam and Delete. Both ask you to confirm first. |
| Previous and next | Step through the list you came from. See Previous and next. |
| Panel toggle | Collapses or opens the right-hand panel. |
Forward is offered for tickets created in ZyberDesk and for Freshdesk tickets. For Zendesk and Help Scout tickets the button stays disabled. Forwarding does not support Cc or attachments.
Mark as spam takes the ticket out of your folders and returns you to the list. For Freshdesk tickets ZyberDesk tells Freshdesk first. For other tickets it sets the flag in ZyberDesk. Delete also returns you to the list.
Note
For a ticket created in ZyberDesk, Forward records the forward on the ticket: it shows in the timeline as an outgoing entry addressed to the recipients, and in the activity. It does not send an email from ZyberDesk. Forwarding a Freshdesk ticket sends it through your Freshdesk connection, so that connection must be set up.
The timeline
Under the subject, one timeline shows everything that happened, oldest first. Customer messages, agent replies and private notes are in the same list.
- Subject row. A channel icon (email, chat, widget, API or web) and badges: Overdue in red, Customer responded in blue, and the current "Status · Priority" in grey. Overdue and Customer responded only show while the ticket is active, meaning any status other than Resolved or Closed. The Customer responded badge means the newest message that is not a private note came from the customer.
- Who and when. Each entry shows the sender, what they did, and the time as "3 months ago (Tue, 28 Jul 2026, 1:22 AM)". The first customer message reads "reported via email" (or chat, widget, API, web). Later messages read "replied". Notes read "added a private note".
- Recipients. Entries show a To line and, for email messages that have one, a Cc line.
- Private notes are yellow, so they stand out from messages the customer can see.
- Draft, Pending and Failed. A reply that has not gone out yet carries a chip with its state. A draft reply has a Delete draft button. A private note has a delete button. Both ask you to confirm.
- Quoted text. Quoted earlier messages are folded away. Select ··· show quoted text to expand them.
Use the chips above the timeline to filter it:
| Filter | Shows |
|---|---|
| All | Everything. |
| Conversation | Customer messages and agent replies, without notes. |
| Notes | Private notes only. |
Message HTML is cleaned before it is shown. Scripts, iframes and unsafe links are removed, and the sender's own styling is dropped.
Contact card on a name
Hover a customer's name for about 300 milliseconds, or move keyboard focus to it, and a contact card opens. It shows the customer's name and email and, when known, company, phone, timezone, customer since, last activity and the number of tickets (total and open). View contact opens their record. If the person is not in your contacts yet, the card says so. Escape closes the card. Agent names do not have a card.
The composer
The composer sits under the timeline and has two tabs.
- Reply sends a message to the customer. Press Enter to send and Shift+Enter for a new line.
- Private note is yellow and is seen only by your team. Enter adds a line break; use Add note to save it.
Both editors save a draft in your browser as you type, about a second after you stop. Reload the page and the text is still there. The draft is removed once you send it or clear the editor. Reply and note drafts are kept separately, per ticket.
On the Reply tab:
- AI draft writes a suggested reply from the conversation and puts it in the editor for you to edit. Private notes are not sent to the AI.
- Send sends the reply.
- Send & set is a menu with Send & set Pending and Send & set Resolved. It sends the reply and then sets the ticket status. If the reply goes out but the status change fails, ZyberDesk tells you the reply was sent and the status was not updated.
Send, Send & set and Add note are disabled while the editor is empty.
Note
A reply on a ticket created in ZyberDesk is saved on the ticket and shows in the timeline with a Pending chip. Replies on synced tickets are sent through the connected helpdesk.
The right-hand panel
A narrow strip of icons runs down the right edge: Properties, Contact, Other tickets and Activity. Select an icon to show that pane. The strip stays visible when the panel is collapsed, and selecting an icon reopens it. ZyberDesk remembers whether the panel was open and which pane you used last, across tickets and reloads, in your browser.
Properties
At the top, the pane shows the ticket's status and a due-date line:
| Line | Meaning |
|---|---|
| Red, "Resolution overdue by 3 days · Fri 31 Jul 2026" | The earliest due date has passed. |
| Amber, "Due in 4 hours · ..." | The earliest due date is within a day. |
| Grey, "Due in 5 days · ..." | The earliest due date is more than a day away. |
| "No due date" | The ticket has no due date. |
| "No SLA pending" | The ticket has a due date but is Resolved or Closed. |
The line uses whichever is earlier of the resolution and first-response due dates. Due dates come from synced tickets, so tickets created in ZyberDesk usually read "No due date".
Below it are the fields you can edit:
| Field | Options |
|---|---|
| Tags | Type a tag and press Enter or comma. Tags are lowercased, up to 40 characters, with at most 20 per ticket. Backspace in the empty field removes the last tag, and each chip has a remove button. |
| Status | Open, Pending, Resolved or Closed. |
| Priority | Low, Medium, High or Urgent, each with a coloured dot. |
| Assignee | Unassigned or any active teammate. |
| Group / Type | Disabled and marked Later. |
Changes are not saved until you select Update. The button is disabled until something changes, and it saves only the fields you changed. You get one confirmation, or one error that names the fields that did not save. If you keep editing while the ticket refreshes in the background, your edits are kept.
Note
Tags are stored in ZyberDesk only. For a synced ticket they are not written back to the connected helpdesk.
Contact
The same contact card as the name hover, for the ticket's requester. If the ticket has no requester email, the pane says so.
Other tickets
The requester's other tickets, plus tickets from the other contacts of the same company, newest first. Each row shows the subject, the ticket number, the status and when it was created. Select a row to open that ticket. The open ticket is not listed.
Activity
A log of what happened on the ticket, newest first, with who did it and when. It records:
- status and priority changes, with the old and new value;
- assignee changes;
- tag changes, listing the tags added and removed;
- replies sent and private notes added;
- forwards, and the recipients;
- marking as spam.
Previous and next
The two chevron buttons on the right of the toolbar open the previous and next ticket in the list you came from, whether that is a folder or a saved view. They are the same order as the list, newest first. A label such as "3 of 18" shows where you are. If the ticket is no longer in that list, for example you resolved it in a folder of open tickets, the label reads "18 in list" and the buttons still work. At either end of the list, the button is disabled.
Keyboard shortcuts
| Key | Action |
|---|---|
j | Next ticket in the list. |
k | Previous ticket in the list. |
The shortcuts do nothing while you type in a field or editor, while a menu or dialog is open, or when Ctrl, Cmd, Alt or Shift is held.
Out of scope for now
Groups and ticket types, attachments, merging tickets and SLA policies are not part of the ticket view yet.
Where to go next
- Home, Tickets and Views — folders, built-in views and saved views
- Reports — ticket volume, backlog and team workload