How to update ticket details
Last updated October 7, 2026
Overview
Every ticket has a few details that tell your team who owns it, how urgent it is and where it stands. You can change them from the ticket side pane or straight from the ticket list, without opening the conversation.
Key Features
- Status: Set the ticket to "Open", "Pending", "Snoozed" or "Closed".
- Assignee and team: Give the ticket to an agent, a team, or both.
- Priority: Mark how urgent the ticket is: "Low", "Medium", "High" or "Urgent".
- Tags: Add one or more tags to sort tickets and use them in reports and routing rules.
- SLA status: See whether the ticket is on track with your service level agreement.
- From the list: Change status, assignee, team, priority and tags from the ellipsis menu on the ticket row.
How to update ticket details
- In the inbox, hover over a ticket. Its details load in the side pane on the right.
- Click "Status" and select "Open", "Pending", "Snoozed" or "Closed".
- Click "Assignee" and select an agent, or select "Unassigned".
- Click "Priority" and select "Low", "Medium", "High" or "Urgent".
- Click "Add tag", select every tag that applies and apply them.
- Click the team field and select the team responsible for the ticket.
How to check the SLA of a ticket
In the side pane, look at the SLA status next to the ticket details. It shows whether the ticket is on track with your service level agreement. A fire icon means time is running out. Next to it, you can see how long the ticket has been open.
How to update a ticket from the list
- In the inbox, click the ellipsis icon at the end of the ticket row.
- Choose what to change: status, assignee, team, priority or tags.
FAQs & Troubleshooting
I don't see the SLA status on a ticket.
The SLA status only appears when an SLA rule applies to the ticket. Ask your Admin to check your SLA rules.
Can I update several tickets at once?
Yes. Select the checkbox on each ticket in the list, then use the actions that appear below the list.
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