Editing Tickets Just Got Easier

Overview

We’ve introduced major improvements to the Ticketing experience to help CSRs work faster and reduce friction when updating tickets. With this release, most ticket fields can now be edited directly from the side panel, including inline editing for the ticket title and description.

Product update

Edit ticket fields directly from the side panel

You no longer need to open the full edit form to update ticket details. The following fields and relationships can now be edited directly from the Side Panel:

• Work Orders
• Linked Entities
• Categories
• Linked Projects
• URL

Simply click on the field inside the Side Panel to update it.

Inline editing for ticket title and description

You can now edit the ticket title and description directly without switching views.

To update the title or description:

1. Click directly on the title to edit it.
2. Click directly on the description to edit it.
3. Save your changes.
   

Rich text formatting options

You can continue to format ticket descriptions using rich text.

Option 1: Keyboard shortcuts

• Command + B → Bold
• Command + I → Italic
• Command + U → Underline
• Ctrl/Cmd + Enter → Save
• Type 1. → Starts a numbered list
• Type - → Starts a bulleted list

Option 2: Text selection toolbar

Highlight text in the description to surface a formatting toolbar with additional options.

We will continue expanding formatting capabilities based on feedback.

External comment settings moved to the Comment tab

External communication settings have been relocated for easier access.

To view or modify external communication settings:

1. Open the Comment tab.
2. Select External.
3. Click the gear icon.
   

From here, you can update:

• Send-from mailbox
• Customer email address
• Linked account
  

These improvements make ticket editing faster, more intuitive, and less disruptive to your workflow.