# Ticket Detail

There are 2 groups of ticket details

1. Current opening ticket
2. History detail

## Current Opening Ticket Details

This information locates at the middle top section of Livechat screen 

1. **Ticket Number**: Indicating the unique identification number assigned by the system to each ticket
2. **Started**: Displaying the datetime on which the ticket was initially opened in the system
3. **SLA (Service Level Agreement)**: Representing the duration for which the ticket has been active
   1. Tickets adhering to SLA will be highlighted in <mark style="color:blue;">**blue**</mark>
   2. while those exceeding the SLA timeframe will be denoted in <mark style="color:red;">**red**</mark>
4. **First Response**: Showing the name of the agent or supervisor who provided the initial response to the ticket with date and time
5. **Assignee**: Presenting the name of the agent or supervisor currently responsible for handling the ticket
6. **Tags**: Offering supplementary information attached to the ticket during its inception

<figure><img src="https://4173380749-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FzKzxNnOaGxZvAEzvYa7y%2Fuploads%2FQesIevidumZiRigzhxZH%2Fimage.png?alt=media&#x26;token=aede8eb7-34eb-439a-ae61-af539709b771" alt=""><figcaption></figcaption></figure>

## Ticket History Details

This information locates at the bottom right section of Livechat screen

1. **Header of Ticket History** is the date that ticket is resolved or closed by an agent
2. **Ticket Number :** Indicating the unique identification number assigned by the system to each ticket
3. **Opened ticket :** the date and time that ticket was opened to Livechat system
4. **First response :** the date and time that the ticket received first response from an agent
5. **Response by :** Showing the name of the agent or supervisor who provided the initial response to the ticket
6. **Reasons :** this information is filled-in field from agent before ticket was resolved
7. **Outcomes :** this information is filled-in field from agent before ticket was resolved
8. **Ticket note :** this information is filled-in field from agent before ticket was resolved
9. **Assignee :** Presenting the name of the agent or supervisor currently responsible for handling the ticket

{% hint style="info" %}
Note : ***Response by*** and ***Assignee*** can be 2 different agents
{% endhint %}

<figure><img src="https://4173380749-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FzKzxNnOaGxZvAEzvYa7y%2Fuploads%2F4f17d6GTQoHSP3J7PJtd%2Fimage.png?alt=media&#x26;token=bb591d2a-7d43-4163-a01c-167ae89baa65" alt=""><figcaption></figcaption></figure>