Ticket Detail: Context, Notes, Replies, and Workflow
Understand every section of the ticket detail view, from submitted content and auto-captured context to internal notes, customer replies, and optional Linear links.
Opening a ticket brings you to the Ticket Detail view, which presents everything NOCK collected and everything your team has added since. The detail view is divided into focused sections so your team can understand the problem, reproduce it, coordinate internally, reply to the customer, and update workflow state without leaving NOCK.
Submitted content
At the top of the page you'll find the information the user typed directly into the widget:
- Title - A short summary of the feedback or request.
- Description - The full text of the submitted message.
- Category - The feedback type (Bug, Feature, General, or a custom category).
- Reporter email - Optional email used for customer-visible follow-up.
- Source - Where the ticket came from: widget, Customer Portal, dashboard, API, or integration.
This is the raw voice of your user, unmodified.
Status
The current status of the ticket is displayed prominently near the top of the detail view. Your team can change it at any time as work progresses.
Click the status badge
Find the status indicator near the ticket title and click it to open the status dropdown.
Choose a new status
Select Backlog, Triage, Todo, In Progress, Done, Cancelled, or Duplicate depending on where the ticket stands.
Confirm the change
The badge updates instantly. No additional save step is required.
Note
Status changes are reflected immediately in the Tickets list view and for all team members viewing the same ticket.
Auto-captured context
NOCK automatically records a snapshot of the user's environment when they submit feedback. You don't need to ask the user for this information — it's captured silently in the background.
| Field | What it tells you |
|---|---|
| Page URL | The exact URL the user was on when they submitted the ticket. |
| Browser | The browser name and version (e.g., Chrome 124, Safari 17). |
| Operating system | The user's OS and version (e.g., macOS 14, Windows 11). |
| Viewport | The width × height of the user's browser window at submission time. |
Tip
The page URL is especially useful for reproducing bugs — you can navigate directly to the same page the user was on when the issue occurred.
Images
If the user attached one or more images when submitting the ticket, they appear in the image section. Click any thumbnail to view the full-size image. Images are stored with the ticket and are accessible to team members who can view the ticket.
Note
Images are explicit user actions. The widget does not capture the current screen when it opens; users click Screenshot or Pin element, add a manual image, drop a file, or paste an image while the widget is open.
Website annotations
Widget tickets can include website annotations that help locate the requested change on the page.
| Annotation | What you see |
|---|---|
| Pin | Coordinates, page URL, viewport size, selector or nearby element text, and the linked screenshot when available. |
| Text edit | The selected Original text, the user's Suggested replacement, selector or nearby element text, and an optional comment. |
Pins are linked to the screenshot image captured or reused during the pin flow. Text edits do not require a screenshot.
Console logs
NOCK records browser console output according to Settings > Console and attaches the current buffer to the ticket. This section displays each log entry with its level, message, timestamp, and stack when available.
Console logs are particularly helpful for diagnosing JavaScript errors that a user might not know how to describe — the stack trace tells the story for them.
Note
Console logs depend on the configured log level, exclude patterns, and max-entry limit. Tickets submitted before a settings change keep the data captured at submission time.
AI follow-up Q&A
If AI Enhancement is enabled for your project, the widget shows a Refine with AI action. When the user clicks it and answers follow-up questions, those answers are attached to the ticket in this section as a structured Q&A transcript.
This can surface important details — reproduction steps, expected versus actual behaviour, frequency of occurrence — that users might otherwise forget to include.
Tip
Enable AI Enhancement in Settings > AI to make the refinement action available in new widget sessions.
AI triage
AI triage is an internal operator tool for reviewing tickets after they arrive. When enabled for the project, team members can run AI triage from the ticket detail view to generate:
- A short ticket summary
- Suggested priority, status, and category
- Missing information or clarifying questions
- An optional customer reply draft
AI triage does not change the ticket automatically. Suggestions are saved on the ticket as internal analysis, and a team member must explicitly apply any recommended workflow changes.
Note
AI triage uses the same monthly AI action allowance as widget AI enhancement. The analysis is not shown in the Customer Portal and is not sent through public ticket APIs.
For the full workflow, limits, and safety model, see AI Ticket Triage.
Customer-visible conversation
Customer-visible replies are separate from internal notes. Use them when the message should be visible to the customer in the Customer Portal.
Open the customer conversation
Find the customer-visible conversation area on the ticket detail page.
Write the reply
Add the message you want the customer or portal visitor to see.
Send the reply
NOCK saves the reply, emits the ticket.note.created webhook event, and queues an email notification when the ticket has a reporter email and a valid Customer Portal ticket URL.
Note
Customer-visible replies can be created from the dashboard, Customer Portal, and Public API. Internal notes remain private to your team.
Customer reply notifications
When a customer replies from the Customer Portal or through the Public API, NOCK queues an internal email notification for the right team members:
- If the ticket has an assignee, NOCK emails the assignee.
- If the ticket is unassigned, NOCK emails workspace admins and owners.
- The reply author is excluded when NOCK can identify them.
- Notifications are debounced per ticket and recipient.
Team members can disable customer-reply email notifications per workspace from the Account page.
Linked Linear issue
If you have connected the Linear integration for this project, a Linked Issue section appears on the ticket detail page. When a Linear issue has been created from this ticket, the section shows the issue identifier, title, and a direct link to open it in Linear.
If no issue has been linked yet, you can create one directly from this view with a single click.
Note
The Linked Issue section only appears when the Linear integration is active for your project. See Connect Linear to set it up.
Internal notes
The internal notes section is a private space for your team. Use it to coordinate work, share findings, flag blockers, or leave context for teammates who pick up the ticket later. Internal notes are never visible in the Customer Portal and are not returned by the Public API.
Scroll to the Comments section
Find the internal notes area on the ticket detail page.
Type your comment
Click the comment input field and type your message.
Post the comment
Press Enter or click Post to save your comment. It appears in the thread immediately, visible to all team members.
Tickets
View, filter, search, sort, triage, and update every ticket created from the widget, Customer Portal, dashboard, Public API, or integrations.
AI Ticket Triage
Use NOCK AI triage to summarize a ticket, find missing information, and prepare workflow suggestions without changing the ticket automatically.