At the top of the ticket thread, you can move between two different sections which provide different information:

• Messages connected with this Ticket - any messages to and from the User and internal Agent notes.

• History of all the actions that have been applied to the Ticket by Agents, Users, or automatic processes.

Messages

The Ticket Message Tab shows all messages between Agents and the User about this Ticket. It also shows Agent Notes in purple (See  Replying to a Ticket). Agent Notes are used for internal communication between Agents and will not be seen by the User.

By default, the messages are shown in chronological order with the newest message at the bottom. But you can change the order of the ticket thread by clicking the arrow on the tab.

To see more detail about a message, you can see it on the top right hand corner of individual messages or mouse over the area where the age of the message is displayed:

This displays:

• The exact date/time the message was created

• The IP address the message was submitted from

If your Admins have installed the Resolve User Hostnames app, the hostname of the User’s device will also be displayed, which often gives more of an indication about how they are connecting to the internet.

You can access any attachments the User has sent from the Ticket messages.

You can use the 3 dotted button icon on the right hand side of individual messages to carry out actions on individual messages.

The possible message actions are:

• Edit lets you edit the message content, if you have the correct permissions.

• Forward which has two sub options:

  • Forward message This lets you forward the message as an email, for when you want to discuss it as part of a normal email conversation, rather than via Deskpro. You have the ability to cc and bcc in participants here or even  forward the Ticket as a new message if needed.

  • Forward ticket from this point This lets you forward the message as a Ticket from a specific point in the Ticket conversation.

  

  For both these options, you can tick the Forward as a new linked Ticket to forward the message as a new linked Ticket, linked to the original Ticket. See the section  Linked Tickets for more details.

• Quote:

  This action inserts the message content into the reply box, formatted as a quote, email-style.

  

• Delete which has two sub options:

  • Delete message deletes the individual message (as opposed to the Ticket). Note: this action cannot be undone; deleted messages do not go to the Recycle Bin.

  • Delete attachments allows you to delete specific attachments from a ticket message.

• View source which has four sub-options:

  • View headers enables you to view the Message ID and date the message was created.

  • View source enables you to view the HTML Body and the Full Email Source.

  • Download source enables you to download the Full Email Source as a Text Document file.

  • Delete source enables you to delete the Full Email Source.

• Split message removes the message from the thread and makes it into a new Ticket. See this section on  Deleting, Merging & Splitting Tickets for more details.

• Set as note converts the message to a note (see   Replying to a ticket) visible only to Agents.

History

Click on History and in the All tab, you can see a record of everything that has happened related to the Ticket: which SLAs were applied, automatic actions by your helpdesk, which emails have been sent, changes to properties, etc.

If a Ticket has changed in a way you don’t understand, checking the log will usually explain what made the change.

You can click on the different tabs at the top to show only Messages (from both Agents and Users), Attachments (from both Agents and Users) or Assignments (when the Ticket’s User, assigned Agent or Team was changed).

This is useful to find the relevant content if the Ticket has a long history; for example, this is what it looks like when you filter the log to show only attachments.