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3.3. Update Ticket Status, Priority, Comments, and Agent Team Assignments
View and update ticket details in AlgaPSA including status, priority, description, tags, comments, documents, contact info, and agent team.
3.3. Update Ticket Status, Priority, Comments, and Agent Team Assignments
View and update ticket details in AlgaPSA including status, priority, description, tags, comments, documents, contact info, and agent team.
3. TicketsUpdated: 7/10/2026
Click on any ticket number from the dashboard to open its detailed view.
Ticket details offer two layouts, toggleable per user in the top right of the page:
- Grid (the default): 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.
- Entry: the classic full-form layout, with the same fields presented as one long 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.
- 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.