Ticket Detail

A support ticket screen that keeps the customer conversation, ticket context, status, owner, and next action visible in one place.

Ticket Detail
Use this template in Figr

Template facts

Screen

Detail

Primary action

Resolve a support ticket

Pattern

Split view

State

Default

Design system

Calm Editorial

What this screen helps users do

Support agents need to understand the issue, reply quickly, check customer context, and update ownership or status without jumping between screens.

Key elements

  • Conversation thread
  • Customer and account context
  • Status and priority
  • Owner and SLA
  • Reply composer with internal note mode

States worth designing

  • Waiting on customer
  • SLA at risk
  • Attachment failed
  • Ticket merged
  • Resolved and reopened

Where this screen sits in the flow

Support Inbox → Ticket Detail → Reply / Internal Note → Resolve → Reopen if needed

Patterns used

Split view, conversation thread, status controls, composer, customer sidebar

Why these choices work

Keep the conversation primary. Put account data close enough to help the agent, but do not let the sidebar compete with the active reply task.

Start from this in Figr

Create a high-fidelity support ticket detail screen for a B2B support team. Include the customer thread, account context, SLA, priority, owner, status, reply composer, and internal notes.

Open Figr