Smart Support – Productivity Suite introduces advanced ticket and reply management while maintaining a complete audit trail. This ensures transparency, accountability, and confidence when multiple agents work on the same ticket.

Every edit, deletion, or split action is logged so changes can be reviewed later if needed. This article explains how ticket editing, reply management, trash, and split ticket features function.

Ticket Editing with History

Ticket editing allows agents to correct mistakes, update details, or reassign tickets without losing the original context. Every change is automatically recorded, making it easy to track what was modified and why.

The edit history ensures accountability by showing who made each change and when it occurred. This is especially useful for audits, escalations, and team reviews.

Agents can edit:

• Ticket subject and message
• Priority and status
• Department and product
• Assigned agent

The Edit History Widget appears in the ticket sidebar and displays a chronological list of all modifications.

Editing Ticket Replies

Reply editing gives agents the flexibility to fix typos, clarify responses, or remove incorrect information. Instead of permanently deleting content, replies can be softly edited or removed while maintaining a record of changes.

Visual indicators clearly show when a reply has been edited or deleted, ensuring transparency for other agents. All modifications are logged and can be reviewed later if necessary.

Agents can:

• Edit individual replies
• Soft-delete replies
• Restore deleted replies
• View edit indicators on replies

Trash & Restore Tickets

The trash system prevents accidental data loss by replacing permanent deletion with a recovery-friendly workflow. When a ticket is deleted, it is moved to the Trash instead of being removed immediately.

This allows administrators and agents to recover tickets if they were deleted by mistake. Permanent deletion remains available when a ticket truly needs to be removed.

Trash behavior:

• Deleted tickets move to Trash
• Tickets can be restored at any time
• Permanent deletion is optional

Splitting Tickets

Splitting tickets helps keep conversations focused when a single ticket contains multiple unrelated issues. This feature allows agents to separate replies into a new ticket while preserving context.

The new ticket automatically references the original one, ensuring traceability between related cases. This improves reporting accuracy and workflow organization.

How to split a ticket:

1. Click Split on a reply.
2. Select replies to move.
3. Edit the new ticket message if required.
4. Submit the form.

Best Practices

Editing should be used responsibly to avoid confusion or misrepresentation of customer messages. Splitting tickets early helps prevent long, unstructured conversations that slow resolution times.

Whenever possible, use the trash system instead of permanent deletion to maintain data integrity.