Ticket Detail View in iOS
Agents can view the conversation details in a ticket in three different ways - conversation, threads, comments.
Conversation view
The conversation view gives the complete context of the ticket where the threads and comments are displayed together. Agents can differentiate between threads and comments with the respective icons displayed there.
Threads view
Thread view comprises of all the email interactions between the customer and the agent in chronological order.
Comments view
The comments view shows the internal team notes and discussions related to the ticket, helping agents to understand how the team is working together to solve the ticket.