The ticket page

Replies and internal notes, mentions, attachments, watchers, the SLA panel, links and history — everything on one ticket.

Tickets → open a ticket

Open any ticket and everything about it is on one page: the conversation in the middle, the details down the right-hand side, and sections for attachments, links and history below. This article walks through each part.

Opening a ticket

Click a ticket on the Tickets list or the Board and it opens over the list. The buttons at the top right let you open it as a full page, copy its link from More actions, or close it. People with permission to delete tickets also find Delete ticket under More actions. Avatars beside the key show who else is looking at the ticket right now.

Saving changes

Most fields in the Details panel save the moment you change them: status, priority, impact, urgency, category, assignee, type and channel. The title, description, due date, labels and custom fields are saved together with Save changes, at the top of the page or the foot of the panel.

If you edit the description and then leave without pressing Save changes, the edit is lost. The fields that save on their own show a confirmation as they do.

Replies and internal notes

Write in the box under Activity and press Comment (or Ctrl/⌘ + Enter). Beside the button is a checkbox, Visible to customer — it uses your workspace's own word for requesters.

Left unticked (the default), the comment is an internal note: only your team sees it, and the requester is not told.
Ticked, it is a public reply. The requester sees it on their tracking page, and it is emailed to them — or posted back into the Slack or Teams thread the ticket came from.

The box resets to internal after each comment. Inserting a macro sets it to whatever the macro was saved with. Hover over a comment to Reply in a thread (one level deep), react with an emoji, or edit and delete your own.

Only a reply the requester can see counts as the first response on a ticket that has a requester. An internal note does not stop the first-response clock.

Mentions and attachments

Type @ (or use the @ button) and pick a person to mention them. They get a notification and an email. Only people who can open the ticket are offered.
The paperclip in the comment toolbar attaches a file to that comment. PDFs open in a viewer on the page.
The Attachments section holds files attached to the ticket itself; use Add to upload one. The file size limit is checked before upload.

Talking with the requester live

When a requester has their tracking page open, the Activity header shows them as online, you see when they are typing, and their messages appear without reloading. A Seen marker appears on the latest public reply they have read. Your public replies reach them the same way, as they are posted.

Watchers

The eye button at the top of the ticket adds or removes you as a watcher; the number beside it is how many people are watching, and hovering lists them. Watchers are notified about the ticket without owning it. Whoever raises a ticket is added as a watcher automatically.

The SLA panel

When a ticket has SLA targets, the Details panel shows a bar for First response and one for Resolution, each marked On track, At risk, Breached or Paused. Available on plans that include SLA Management.

A status set to pause the SLA (for example, waiting on the requester) stops both clocks while the ticket sits in it, and the panel says which status paused it.
Hold SLA clock stops the clocks by hand, with an optional reason, for when the ticket is genuinely waiting on someone else. Release hold restarts them. Due dates move forward by however long the clock was stopped.

Holding needs permission to update tickets. A ticket on hold and in a pausing status stays stopped until both are lifted.

Links, configuration items and other sections

The linked tickets section (headed Linked issues) connects this ticket to others: blocks, is blocked by, duplicates, is duplicated by, relates to, caused by, fixed by. Choose Link, pick the relationship and type the other ticket's key. When blocking links exist, Graph draws the chain.
On an incident, Create Problem raises a linked problem; on a problem, Create Change raises a linked change.
Affected configuration items appears on incidents, problems and changes, on plans that include Configuration Management Database. Pick an item and choose Link. See Configuration items.
Incidents have a Known errors section that suggests matches and lets you search and link entries (Known errors).
Worklog and Estimate appear on plans that include Time Tracking & Worklogs.
Pull requests appear once a linked repository mentions the ticket (GitHub, GitLab and Bitbucket).

Activity log and satisfaction

The Activity log at the bottom records what changed and who changed it — status moves, reassignments, reopen reasons, merges. It shows the 30 most recent events; Show full history loads the rest.

A satisfaction rating is not shown on the ticket page. Ratings are collected after a ticket is resolved and read in Reports and on the requester's record — see Satisfaction surveys.