On the right hand side when you are in the ticket you can see the properties of the query.


You can see here the status of the ticket, first or next response due time, resolution due time, then under the two time stamps are the Properties of the ticket.


You can update here all these fields, add Tags, change the group or the agent the ticket is assigned to, modify the Type, fill out references, region and origin warehouse, and change the status of the query.


Once these modification are made you have to hit Update on the bottom to make it final. If someone else is in the ticket they will see that the Properties have been updated and it will become visible for them as well.

All fields that are mandatory to fill out are marked with a red star next to them. Some of the fields are only mandatory to be filled out when the query status is changed to resolved.