Ticket Detail

The ticket detail view shows the conversation thread, ticket metadata, available AI actions, and customer information.

Layout

The ticket detail has these sections:

Header

• Customer name and email
• Ticket subject
• Ticket creation date
• Ask Keva, when Copilot is available
• Draft grounded answer, when the grounded-draft action is available
• Queue draft for review, when the review-queue action is available

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 identity stored on this ticket
• Ticket properties
• Custom fields
• Activity timeline

Message Types

Customer Message

Shows:

• Sender name and email
• Timestamp
• Full message content

Agent/AI Reply

Shows:

• "Sent by Keva" or agent name
• Timestamp
• Message content
• Delivery status

Internal Note

Shows:

• Author name
• Timestamp
• Note content

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

Customer Identity

The ticket sidebar shows only the customer name and email already stored on the exact ticket. Customer profile details, aggregate history, VIP status, sentiment, contact enrichment, and other-ticket links are unavailable while customer reads are suspended. Internal tickets show their internal scope without presenting the internal sentinel as a customer identity. Dedicated customer-read authority, workspace aggregation, deployment, and product verification remain readiness work.

Ticket Properties

Edit ticket metadata:

• Status - Open, Pending, Escalated, Solved, Closed
• Priority - Low, Medium, High, Urgent
• Assignee - Team member or unassigned
• Tags - Categorization labels

Custom Fields

If configured, custom fields appear below properties:

• Text fields
• Dropdowns
• Dates
• Checkboxes
• And more

Learn about Custom Fields →

Quick Actions

The header actions are available only when the relevant capability is enabled:

• Ask Keva opens Copilot for the ticket.
• Draft grounded answer starts a grounded answer preflight. While it runs, the button shows Drafting…; a failed run can be retried.
• Queue draft for review sends a draft to the approvals workflow. While it runs, the button shows Queueing…; a failed run can be retried. After a successful queue, use the link to open approvals.

Reply composer

The composer at the bottom of the conversation is a plain text area:

• Reply selects a customer-facing reply.
• Note selects an internal note.
• Canned opens saved responses and inserts the selected response into the composer.

For Reply, the submit button is Send Reply for a direct visitor reply or Queue email reply when the reply uses email delivery. If direct reply is unavailable, the page keeps internal notes available and shows Reply unavailable. For Note, the submit button is Add Note.