The ticket workspace keeps the client conversation, internal context, delivery work, files, and AI-assisted summary together without turning the request into a collection of disconnected screens.
Keep context and ownership current
Use the details rail to maintain the subject, client, requester, type, workflow status, assignees, due date, linked opportunity, and CC recipients. Save these fields when the request changes hands or moves to a new status.
The conversation remains primary while operational metadata stays available beside it.
Reply or add an internal note
Reply to client creates a public message visible to the client and CC recipients.
Internal note keeps team-only context out of the client conversation.
Both modes support rich text, attachments, and Moxie Assistant drafting help. The conversation scrolls to the newest message when the ticket opens and after a new message is posted.
Use the supporting tabs
Answers shows the structured information submitted with the original request.
Work links project tasks and tracks time spent resolving the ticket.
Files stores ticket-related documents.
Summary generates or refreshes a concise Moxie Assistant summary when AI access is available.
Connect delivery work
Create or link a project task when the request requires real delivery work. Ticket replies copy into linked task context, while task comments return to the ticket as internal notes. Start a timer from the Work tab, expand Time worked to review individual entries, and open an entry in its right-side editor without leaving the ticket.
Linked work preserves the distinction between the client request and the project task used to complete it.
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