3.3. Update Ticket Status, Priority, Comments, and Agent Team Assignments

Click on any ticket number from the dashboard to open its detailed view.

• Status, Assigned To, Board, Priority, Category: You can update these fields directly from the ticket detail page to reflect the current state of the ticket.
  
• Description: View the full description provided during ticket creation. You can also edit the description using the pencil icon.
  
• Tags: Add or remove tags to further categorize or highlight tickets.
  
• Comments: Here you can add comments as you work on the ticket. The categories for comments are “Client,” “Internal,” and “Resolution. Press the Add Comment to open a rich text editor. By default, comments will be client-facing.
  • When you mark a comment as “internal,” the comment is only added internally to AlgaPSA. The client cannot view these comments.
  • When you mark a comment as “resolution,” the comment will have a green icon next to the author’s name. Both internal and client viewers (unless marked as internal) will see the resolution icon on the comment.
    
• Documents: Attach or link relevant documents (e.g., diagnostic reports or solution articles.)
• Contact Info: View details of the primary contact and the client for quick reference.
  
• Agent Team: See currently assigned agents and add additional agents to the ticket if collaboration is needed.