Working with tickets (status, priority, replies, notes, history)

Merging duplicate tickets & side conversations

Consolidate duplicate tickets into one, and start a private thread with teammates on a ticket without the customer or other agents seeing it.

Working with tickets: status, priority, assignment, replies, and history

Manage helpdesk tickets end to end: set status and priority, assign agents and groups, apply tags, reply, add internal notes, and review the history trail.