Tickets & Inbox
Ticket Detail
Understanding the ticket detail view
The ticket detail view shows everything about a conversation: messages, AI analysis, activity history, and customer information.
Layout
The ticket detail has these sections:
Header
- Customer name and email
- Ticket subject
- Status badge
- Priority indicator
- Quick action buttons
Conversation Thread
The main area shows all messages in chronological order:
- Customer messages (left-aligned)
- Agent/AI replies (right-aligned)
- System messages (centered)
- Internal notes (highlighted background)
Sidebar
Additional context and actions:
- Customer profile
- Ticket properties
- Custom fields
- Activity timeline
- Related tickets
Message Types
Customer Message
Shows:
- Sender name and email
- Timestamp
- Full message content
- Attachments (if any)
Agent/AI Reply
Shows:
- "Sent by Keva" or agent name
- Timestamp
- Message content
- Delivery status
Internal Note
Shows:
- Author name
- Timestamp
- Note content
- @mentions (if any)
Activity Timeline
The activity timeline shows every event:
| Event | Description |
|---|---|
| Created | Ticket was created |
| AI Analyzed | AI processed the ticket |
| Draft Created | AI generated a draft |
| Approved | Response was approved |
| Sent | Reply was delivered |
| Status Changed | Status was updated |
| Assigned | Ticket was assigned |
| Escalated | Flagged for review |
| Note Added | Internal note created |
| Field Updated | Custom field changed |
AI Reasoning (Why Panel)
For AI-generated responses, click "Why?" to see:
- How the AI interpreted the ticket
- What information it used
- Why it chose this response
- Confidence level
Customer Profile Card
The sidebar shows customer information:
- Contact Info - Email, company, phone
- History - Total tickets, avg resolution time
- Sentiment - Overall satisfaction trend
- VIP Status - If flagged as VIP
- Recent Tickets - Last 5 conversations
Learn more about Customer Profiles →
Ticket Properties
Edit ticket metadata:
- Status - Open, Pending, Escalated, Solved, Closed
- Priority - Urgent, High, Normal, Low
- Assignee - Team member or unassigned
- Tags - Categorization labels
Custom Fields
If configured, custom fields appear below properties:
- Text fields
- Dropdowns
- Dates
- Checkboxes
- And more
Quick Actions
Reply Actions
- Reply - Send response to customer
- Reply with Template - Use canned response
- Forward - Send to external address
Ticket Actions
- Escalate - Flag for human review
- Solve - Mark as resolved
- Close - End conversation
- Reopen - Reopen closed ticket
Other Actions
- Add Note - Create internal note
- Assign - Change assignee
- Merge - Combine with another ticket
- Delete - Remove ticket (admin only)
Keyboard Shortcuts
| Shortcut | Action |
|---|---|
r | Reply |
n | Add note |
e | Escalate |
s | Solve |
a | Assign |
Esc | Back to inbox |