> ## Documentation Index
> Fetch the complete documentation index at: https://docs.horizonmanaged.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket Peek

> Concept C two-pane slide-out: a chat-first conversation on the left and a scannable context + action stack on the right.

The ticket Peek is the slide-out you open from a row in the [ticket queue](/helpdesk/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](#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.

<Warning>
  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.
</Warning>

## 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.