Ticket Details Panel
The right-hand panel — assignment, lifecycle, labels, contact information, ticket info, and the ticket title and description.
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; close it with the chevron in the panel's own header.
Panel Header
| Control | What it does |
|---|---|
| Ticket #number | The ticket's identity |
| Copy link | Copies a direct link to this ticket — paste it to a colleague and they land here |
| Chevron | Collapses the panel to give the conversation more room |
Assignment
Shows the current owner and their team, or Unassigned.
Click Change.
Pick a team or an individual — availability is shown next to each person.
Click Done to collapse the picker.
Pipeline Stage
Every column of your pipeline board, as chips. Click one to put this customer on it — which opens a lead there if they had none. The current column is highlighted, and clicking it again takes them off the board. With nothing set the section reads "Not on the board. Pick a stage to add them."
This belongs to the contact, so it applies to all of their tickets.
Clicking the highlighted chip deletes the lead — its notes, next activities, 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.
The section is absent for organisations without the Pipeline feature, and on a board with no columns. Columns are configured in Pipeline → Stages.
Labels
Labels are colour-coded tags on the contact — VIP, refund pending, wholesale, and so on.
Click + in the Labels section.
Tick the labels to apply, untick to remove.
Labels show on every conversation row for that customer and can be used as a filter in the toolbar.
Contact
The customer's own details:
- Name and avatar
- Phone number
- Channel
- Customer since
- Consent status
Editing here updates the contact everywhere in RateUp — campaigns, contact lists and every one of their tickets.
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 customer wrote to |
| Created | When the ticket was opened |
| Result | The outcome it was closed with, if any |
Title & Description
The only fields that belong to this ticket alone.
Click the pencil icon next to Title & Description.
Write a short, specific 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 |
Mark Contact as Spam
At the bottom of the panel — 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 again.
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 | Lifecycle stage |
| Status and result | Labels |
| Created and closed dates | Consent |
| Favourite star | Custom fields |
| 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
- Pipeline — the board those stage chips write to
- Assignment & Reassignment
- Search, Filters & Sorting