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

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

For internal users, the Ticket layout selector offers two detail-page layouts and saves the user's preference:

• Grid: a bento-style dashboard centered on a single chronological timeline — client replies, internal notes, time entries, and system changes interleaved — surrounded by tiles for SLA clocks, checklist progress, time logged, assets, and the next scheduled visit. Grid is the default for an internal user who has no valid saved layout preference.
• Entry: the classic full-form layout, with the same fields presented as one long page.

A ticket opened in a drawer does not use the Grid layout. The saved layout preference applies to internal users viewing the individual ticket detail page.

The Grid layout: one timeline for replies, notes, time, and system changes, with live tiles around it.

Whichever layout you use, the same fields are available:

• Status, Assigned To, Board, Priority, Due date, Reply status: You can update these fields directly from the ticket header to reflect the current state of the ticket. Use All fields to reveal less-used fields like Category. The header also displays an Updated <time> by <name> line showing who last changed the ticket and when — covering field edits, comments, and system changes. System and integration updates (such as RMM tools) show no name; workflow-triggered changes show the run-as user.
  
• 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.
  • Comments distinguish author type: replies written by an MSP agent are visually separated from replies that came in through the client portal, so a long thread reads correctly without checking each name against your staff list.
• 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.

Duplicate a ticket

The ticket detail header includes a Duplicate button. Clicking it opens the ticket creation form pre-filled with the source ticket's client, contact, board, category, subcategory, priority, assignee, team, additional agents, description, tags, and title. Status is set to the board default and the due date is left blank — the duplicate is treated as a new, independent ticket.

The form includes a Copy checklist items (unchecked) option. When checked, the source ticket's checklist items are copied into the duplicate in an unchecked state, giving the new ticket a fresh work list without inheriting the original's completion state. Uncheck it to start the duplicate with no checklist at all.

After creating the duplicate, both tickets show provenance in their activity timeline — the copy shows "Duplicated from #…" and the source lists every ticket duplicated from it. The copy's detail header also shows a Duplicated from #… link back to the source.

The same Duplicate action is available in the ticket list's row actions menu (⋮), opening the same pre-filled creation form.

Schedule work from the ticket

Click an agent on the ticket to open their calendar in a drawer. With schedule-update permission, drag an open time slot to book the current ticket for that agent. You can move, resize, edit, or delete schedule entries in the same drawer. See 5.2. Schedule Tickets, Project Tasks, and Recurring Events for Technicians for the full steps and permissions.

For the controls that make long comments and reply threads easier to read, see 3.5. Add Internal, Client, and Resolution Comments and Attach Documents to Tickets. To record where work started or link a counterpart in another system, see 3.8. Link Tickets to GitHub, Jira, and Other External Systems.

Closing a Ticket

Moving a ticket to a closed status opens a resolution prompt rather than closing it silently.

The prompt asks for a resolution in a rich-text editor. Write what actually fixed the problem — this is the text that turns a closed ticket into something useful six months later when the same symptom returns, and it is what feeds resolution history on the asset and client.

The prompt also offers an option to suppress close notifications. Use it when the client already knows the work is done — you fixed it on the phone with them, or the ticket is being closed as a duplicate — so they do not receive a notification that reads as though something new happened.

The resolution and the closed state are saved together. If a close fails for any reason, draft images in the resolution editor are retained rather than discarded, so nothing you typed is lost.