# Ticket detail

> Read a ticket — status and priority, the description, who owns it, the response metrics, and the link back to the conversation.

- Source: https://support.unifunl.io/en/help/support-tickets/ticket-detail
- Category: Support tickets (`support-tickets`)
- Language: en
- Updated: 2026-08-20

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Opening a ticket gives you everything needed to resolve it without hunting through the inbox first.

![A ticket's detail view.](https://support.unifunl.io/help/screenshots/19-ticket-detail.png)

## What each part means

1. **Status and priority.** Work **Urgent** tickets first.
2. **The description.** The summary of the problem.
3. **The customer and the owner.** If **Assigned to** is empty, use **Assign** to take it or give it to a teammate.
4. **The metrics.** Response time and resolution time.
5. **View Conversation.** Opens the discussion with the customer.

## Resolve a ticket

1. Read the description and check the priority.
2. Assign the ticket if nobody owns it yet.
3. Use **View Conversation** to reply to the customer in context.
4. Move the ticket to resolved once the customer is taken care of.

> **Good to know** — if the conversation was [escalated](https://support.unifunl.io/en/help/inbox/escalation), the agent has already stopped replying to it. You can answer without the agent talking over you.

## FAQ and troubleshooting

### Assigned to is empty

Nobody has taken the ticket yet. Click **Assign** and pick yourself or a teammate. Unassigned tickets are the ones most likely to be forgotten, so it is worth assigning early.

### Which tickets should be handled first?

Priority order: **Urgent**, then High, Medium and Low. Within the same priority, the **Negative Sentiment** and **Complaint** categories are the ones that escalate further if they wait.

### The customer replied but the ticket did not change

The ticket and the conversation are linked but separate. Use **View Conversation** to see new messages, and update the ticket status yourself.

## What's next?

Narrow a long queue down to the tickets you need.

[Filtering tickets](https://support.unifunl.io/en/help/support-tickets/filtering-tickets)

## Related articles

- [Tickets list](https://support.unifunl.io/en/help/support-tickets/tickets-list.md): Every customer problem becomes a ticket, categorised automatically — see how the queue is organised and how the team works it.
- [Filtering tickets](https://support.unifunl.io/en/help/support-tickets/filtering-tickets.md): Use the left-hand views and the priority, category and state filters to turn a long queue into a short worklist.
- [Escalation](https://support.unifunl.io/en/help/inbox/escalation.md): What happens when the agent hands a conversation to a human — the yellow note, the silent agent, and how to pick it up.