Ticket Details Panel
The right-hand panel — assignment, title and description, lead stage, conversation tags, contact labels, contact and ticket info, spam and delete.
The Ticket Details panel is everything about a ticket and its customer that does not belong in the message thread.
Open it with the panel icon at the far right of the chat header (Toggle details panel); close it with the chevron in the panel's own header. On a wide screen it sits beside the conversation. On a narrower one it opens over it.
From top to bottom:
| Section | Belongs to |
|---|---|
| Assignment | The ticket |
| Title & Description | The ticket |
| Lead stage | The contact |
| Conversation Tags | The ticket |
| Contact Labels | The contact |
| Contact | The contact |
| Ticket Info | The ticket |
| Spam, Block and Delete | The contact / the ticket |
Panel Header
| Control | What it does |
|---|---|
| Ticket #number | The ticket's identity |
| Copy link to ticket (🔗) | Copies a link to this ticket to your clipboard; the icon briefly reads Copied |
| Collapse Panel (›) | Hides the panel to give the conversation more room |
Assignment
Shows the owner and their team, or Unassigned.
Click the owner (or Unassigned) — or press A anywhere in the ticket.
Search in Search people or teams, then click a person, Assign to me, Unassign, or a team under Auto-assign in a team to hand the ticket to whichever member's turn it is.
The change saves at once and replaces the previous owner. Without the Assign conversations ability the owner is shown but cannot be clicked.
Title & Description
The ticket's own words, directly under Assignment because they are what an agent reads first. A ticket with no title shows Untitled ticket.
Click the pencil (Edit title and description).
Write a short, specific Ticket title. It is what your team reads in the conversation list.
Add a Description for context the messages do not make obvious.
Click Save, or Cancel to discard.
| Good title | Weak title |
|---|---|
| Refund not received for order 8821 | Question |
| Wrong size delivered — needs exchange | Customer issue |
| Bulk pricing request, 200 units | Follow up |
Hover a title in the conversation list to read its description without opening the ticket.
Lead Stage
One row showing where this customer sits on your pipeline board. It shows the current column in that column's colour, or Not on the board.
Click the stage row to open the picker. It lists every column on the board, each marked as open, won or lost.
Click a column. The customer moves there — a lead is opened for them if they had none.
To take the customer off the board, open the picker and choose Remove from the board at the bottom, then confirm with Remove.
Remove from the board deletes the lead. Its notes, tasks, timeline and assignees go with it, and the confirmation counts each of them first. To record a deal that did not happen, mark it lost instead.
This belongs to the contact, so it applies to all of their tickets and shows as a chip on each of their rows. The section is absent for organisations without the Pipeline feature, and on a board with no columns. Columns are configured in Pipeline → Stages.
Conversation Tags
Tags on this ticket only — Bug Report, Escalated, Refund.
Click + Add.
Type in Search tags and click a tag to add it. Click the ✕ on a tag chip to remove it.
If no tags exist yet, the picker reads "No conversation tags yet — create them in Inbox Settings." Tags & labels →
Contact Labels
Colour-coded labels on the customer — VIP, wholesale, churn risk.
Click + Add.
Type in Search labels and click a label to add it. Click the ✕ on a label chip to remove it.
With no labels yet, the picker reads "No contact labels yet." Labels are created under Contacts → Labels.
Labels show on every conversation row for that customer, and filter the Inbox from the sidebar's Contact Labels section.
Contact
The customer's avatar with a dot in their channel's colour, their name, phone number and Customer since — the month and year the contact was created. A shield beside the name shows Consent given (ticked) or No consent (crossed).
Click View contact to open the contact's details. Edits saved there — name, phone, email — update the contact everywhere in RateUp, including this ticket and the conversation list.
Consent controls whether this customer may receive template messages. A contact without consent shows a DND badge next to their name in the chat header.
Ticket Info
Read-only facts about this ticket:
| Field | Meaning |
|---|---|
| Channel | WhatsApp, Instagram, Messenger or Webchat |
| Account | Which of your numbers or accounts the ticket came in on — marked (no longer connected) if you have since disconnected it |
| Created | When the ticket was opened |
| Result | The outcome it was closed with, if any |
Account is read from the ticket's own messages, so it stays correct even if the customer has since written to a different number of yours.
Spam, Block and Delete
Up to three buttons sit at the foot of the panel.
Spam — the same action as Close → Mark contact as spam. It flags the contact, closes their open tickets and moves them into the Spam tab. If the contact is already flagged, the button reads Not spam and takes them back out. More about spam →
Block — blocks the customer on WhatsApp after a confirmation: "They will not be able to message you, and you will not be able to message them." It only appears inside the customer's 24-hour window, because WhatsApp only accepts a block then, and not on a contact who is already blocked.
Delete — admins only. Permanently deletes this ticket and every message in it, after a confirmation. The contact and their other tickets are untouched. More about deleting →
Ticket Fields vs Contact Fields
Knowing which is which saves confusion:
| Belongs to the ticket | Belongs to the contact |
|---|---|
| Title and description | Name, phone, email |
| Assignment | Lead stage and lifecycle |
| Conversation tags | Contact labels |
| Status and result | Consent |
| Created and closed dates | Custom fields |
| Favourite star | Spam and blocked flags |
Change a contact field and it applies to every ticket that customer will ever have. Change a ticket field and only this ticket is affected.
Related Pages
- Tickets & Conversations
- Conversation Tags & Contact Labels
- Pipeline — the board the lead stage writes to
- Assignment & Reassignment
- Closing & Reopening
Closing & Reopening Tickets
The ticket lifecycle end to end — the three close outcomes, closing in bulk, blocking, reopening, and permanently deleting a conversation.
Search, Selection & Sorting
Every control in the Inbox toolbar — search, compact list, bulk select, close, assign and delete, export, sorting and adding a contact.