Everything about one ticket sits on a single screen: what was said, who said it, who they are, and what has been done.
| Part | What it holds |
|---|---|
| The conversation | Every message, oldest or newest first — your choice. Customer replies and your responses in one thread. |
| Internal notes | What your team says to each other. The customer never sees them. |
| The requester panel | Who raised it, which organisation and tribe, and how they submitted it. |
| Activity / event log | Who changed what and when — status changes, assignments, emails sent, merges. |
| Insights | The AI summary of the ticket, and the sentiment of the conversation. |
| Feedback | What the customer said after it was closed. |
The controls
- Assign — give it an owner.
- Status — where it stands.
- Category, priority, tags — how it is classified and found later.
- Snooze — park it until a date.
- Merge — join it to another ticket about the same thing.
- Forward — send it on to someone else, inside or outside the business.
- Escalate — hand it to Gorilla Dash support.
The summary
Tickets carry a short AI-written summary so the list is scannable. It can be overridden by hand — worth doing on the ones that will be looked at repeatedly, because a good summary saves everyone opening the ticket to find out what it is about.
The original email can be shown or hidden. Hiding it keeps the thread readable; showing it is how you check exactly what a customer sent, quoted signatures and all.