[Sugester V2 EN](https://sugester.intum.pl/kb/sugester-v2-en.md) / [Helpdesk / Tickets](https://sugester.intum.pl/kb/sugester-v2-en/helpdesk.md)

# [Helpdesk - ticket view (client and operator)](https://sugester.intum.pl/kb/sugester-v2-en/helpdesk-ticket-view-client-and-operator.md)

## Ticket View - Client Page

The helpdesk widget allows clients to view their tickets and communicate with support.

### Client Ticket List

Upon entering the page with the widget, the client sees a list of their tickets along with their statuses. Each ticket shows:
- Ticket title
- Creation date
- Current status (colored badge)

<img src="https://s3.eu-west-1.amazonaws.com/attachments.intum.net/public-files/31076/a5ef79d7970519150034c6b881933e7cc0368cd4" alt="Ticket list in the widget" style="max-width: 100%;" />

### Ticket Details - Client View

By clicking on a ticket, the client sees the full conversation history:
- Title and content of the original ticket
- Status and creation date
- List of comments highlighting who the author is

Comments are visually differentiated:
- **Support replies** - blue background with a blue bar on the left
- **Client messages** - gray background with a gray bar on the left

At the bottom, there is a field to add a new comment.

<img src="https://s3.eu-west-1.amazonaws.com/attachments.intum.net/public-files/31076/71583d1e81fb39be8979bd006e0e100a6b0249d0" alt="Ticket details in the widget with comments" style="max-width: 100%;" />

### Creating a New Ticket

The client can create a new ticket by clicking the **+ New Ticket** button. The form includes:
- Ticket title
- Content/description of the issue
- Priority (optional)
- Category (if configured)

<img src="https://s3.eu-west-1.amazonaws.com/attachments.intum.net/public-files/31076/f4cfb08688fd895f3e33eb25f4992ea502f01bc0" alt="New ticket form" style="max-width: 100%;" />

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## Public Ticket Link

Each ticket has a **unique public link** that allows the client to access the ticket without logging in and without the widget.

### How Does the Public Link Work?

- The link contains a unique ticket token (e.g., `/helpdesk/ticket/abc123xyz`)
- The client can open the link in a browser and see their ticket
- Through the public link, the client can view the history and **add comments**
- The link is automatically sent in email notifications (variable `{{ticket_url}}`)

### When to Use the Public Link?

- When the client does not have access to the widget on the page
- In email communication - the link allows the client to respond quickly
- For clients who prefer direct access instead of the widget

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## Ticket View - Operator Panel

The operator panel allows for comprehensive ticket management.

### Ticket List

In the **Helpdesk** panel, you see a list of all tickets with filtering and sorting options:
- Status, priority, and category
- Client data
- Creation date and last update

<img src="https://s3.eu-west-1.amazonaws.com/attachments.intum.net/public-files/31076/8151390c10093086f9b201bdc9024ce8e9f4de3d" alt="Ticket list in the operator panel" style="max-width: 100%;" />

### Ticket Details - Operator View

The ticket details view includes:

**Left Column - Main Content:**
- Status and priority (colored badges)
- Ticket content
- Action buttons (Resolve, Close, Reopen)
- Comment history highlighting authors

**Right Column - Metadata:**
- Category and assigned employee
- Client data (email, name, external ID)
- Source information (widget, email)
- Related tasks
- Activity history

### Comments in the Operator Panel

Comments are color-coded:
- **Support replies** - blue background, visible employee name
- **Client messages** - gray background
- **Internal comments** - yellow background with the label "Internal" (visible only to employees)

<img src="https://s3.eu-west-1.amazonaws.com/attachments.intum.net/public-files/31076/36d717a5c2c002327a9d32e939cf5586b91f489f" alt="Ticket details with comments in the operator panel" style="max-width: 100%;" />

### Adding a Comment

The operator can:
- Add a reply visible to the client
- Mark the comment as **internal** (visible only to the team)
- Send an email notification to the client (if configured)

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## Related Tasks

From the ticket level, you can create and manage tasks in the **Organization** module.

### Creating a Task from a Ticket

Click the **Add Task** button in the ticket view. The system will create a new task:
- The task title will be automatically filled with the ticket title
- The task will be immediately linked to the ticket
- After saving the task, the link will be visible on both sides

### Linking to an Existing Task

Click **+ Link Task** and search for the task by name. Multiple tasks can be linked to one ticket.

### Managing Links

- The list of related tasks is displayed in the right column of the ticket
- Closed tasks are displayed with a strikethrough
- Clicking on the task name opens it in the Organization module
- The link can be removed from the ticket level or from the task level
- The task card also shows the list of related tickets