Viewing Ticket Properties in Android
The users can view certain ticket information within the ticket based on the ticket layout they configured. The basic information that the agents can view are:
- Properties
- Zia insights - analyses the tone of the ticket, gives a summary of it and also provides a list of key topics discussed in the ticket.
- Contact info
- Department
- Ticket owner
- Status
- Due date
- Tags
- Language
- Priority
- Channel
- History of the ticket - Agents can choose to view the complete history of the ticket or the ticket actions they've made. They can also filter to history to specific responses, activities, comments, approvals or the automations set for the tickets.
- Articles associated with the ticket - Agents can search for the articles they need. They can also share them or paste them directly in the compose screen.
- Timeline of the ticket
- Marketplace
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