The ticket Peek is the slide-out you open from a row in the ticket queue. It is a contained, inset, rounded panel that overlays the queue with a click-to-dismiss backdrop scrim — you can dismiss it by clicking the scrim, pressing Escape, or using the close control.
The Peek is the canonical surface for working a single ticket. All lifecycle mutations (status, priority, assign, time, notes, replies) re-render the live Peek in place.
When to use it
Use the Peek to:
- Reply to a customer or post an internal note without leaving the queue.
- Change status, priority, or assignee inline.
- Review SLA, the linked asset, RMM-Sentinel posture, and related tickets in one glance.
- Launch a recorded remote support session.
Layout
The Peek uses a two-pane layout (Concept C):
- Identity header — ticket number, subject, contact, client, and inline-edit popovers for status, priority, and assignee. The assignee picker sends a real technician id; Take ownership resolves to your authenticated user.
- Left pane — chat thread — the conversation, hero-sized.
- Right pane — context stack — SLA, asset, RMM-Sentinel, remote actions, Nexie summary, time + contract, related tickets.
On viewports down to roughly 680px the panel collapses cleanly to a single stacked column. It tracks the active theme (dark, tinted, parchment) — every surface, status amber, danger red, success green, and customer blue flips with data-theme.
Conversation thread
The thread mixes four message types, each visually distinct:
- Customer messages — show a via agent (mTLS) encrypted indicator when the message was sourced through the RMM agent rather than email.
- Technician replies — outbound messages sent to the customer.
- Internal notes — amber background; visible to staff only.
- System events — slim, low-emphasis rows for status changes, assignments, SLA events, and similar.
Inbound customer emails threaded onto a ticket are stored as customer-channel messages, so they appear on the customer side of the thread rather than being mislabeled as technician replies.
Composer
Below the thread, the composer has two modes:
- Reply — sends an email to the customer. See Customer reply mechanics.
- Internal note — posts to the thread only; never leaves the tenant.
Both modes support attachments and a Nexie AI-assist affordance that drafts or refines the message. The composer is CSRF-protected.
If the ticket has no contact email, Reply is disabled with an inline explanation; you can still post an internal note.
Context stack (right pane)
The right pane is a scannable stack of cards:
| Card | Contents |
|---|
| SLA | Response and resolution targets, time remaining, breach indicators. |
| Linked asset | Asset identity plus live CPU / RAM / Disk tiles and compliance pills. |
| RMM-Sentinel | Security posture summary for the linked asset. |
| Remote actions | Remote desktop, Shell, Start session. |
| Nexie summary | AI-generated ticket summary; updates out-of-band. |
| Time + contract | Active timer, logged entries, contract / billing context. |
| Related tickets | Other tickets for the same contact, asset, or thread. |
Start session
Start session kicks off a recorded support session through the existing consent-gated recorder flow. The card shows the live status inline:
awaiting_consent — waiting on the end user to accept.active — session is recording.denied — end user declined.expired — consent request timed out.
The status polls in the background. If you dismiss the Peek mid-consent (including by clicking the backdrop scrim), the polling interval is torn down so it does not orphan a timer.
Customer reply mechanics
When you send a customer reply, it is delivered as an email — not just stored as an internal note.
How replies are dispatched
- The reply is sent through the tenant’s configured email account, using the same outbound mailer that workflow automations use.
- The subject is tagged with
[#<ticket-number>] so the customer’s response threads back to the same ticket.
- The first reply on a ticket stamps
first_response_at, producing a real SLA first-response signal.
- Every send is logged.
Failure handling
- If dispatch fails, the UI does not report success. The composer surfaces the real error and keeps the draft so you can fix the cause and retry.
- If the tenant has no active email account configured (for example, a fresh tenant), the Reply call returns an honest “No email account is configured” failure rather than a silent no-op. Configure the tenant’s billing or outbound email account in admin settings before relying on customer replies.
- If the ticket has no contact email, Reply is disabled before you can submit.
On fresh tenants, Send reply will fail until an outbound email account is configured. Configure the tenant email account before depending on customer replies for SLA first-response.
Accessibility and theming
- The Peek is
role="dialog" with aria-modal="true" while open.
- All colors are theme tokens — dark, tinted, and parchment themes all paint correctly.
- The layout remains usable down to roughly 680px viewports.
