Working Tickets
The ticket screen
What is on a ticket: the conversation, the requester, the activity log, and every control down the side.
Last updated October 14, 2026
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, with the tribe's phone number and, when they gave one on the ticket, the requester's mobile, so you can ring either from the ticket. |
| 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.
Seeing the email the customer actually sent
When a customer replies by email, the conversation shows only what they newly wrote: the copy of your earlier message that their mail program quotes underneath is removed, along with signatures and disclaimers, so the thread stays readable. Where that has happened, the message carries a View original email link under it. Select it to read the email exactly as it arrived, quoted messages included, and select Hide original email to fold it away again. The same link is on the message's entry in the Event Log tab. On a Note or Task ticket, which shows a simpler message view, the link is only in the Event Log tab. The original email is shown only to people who can manage the ticket, so it is not there for a read-only viewer or for another organisation watching a ticket it transferred.
Some customers answer your questions inside your own message, typing under each question, often in a different colour, and write only "See below in red" at the top. When a reply says something like that, the whole email is kept in the conversation, so the answers appear under your questions rather than being removed with the quote. Lines of the quoted To, Cc and Bcc fields that list email addresses are left out of the conversation, because everyone who can see the ticket can read the conversation; View original email still shows them. A line that names people without their addresses is kept.