Ticket
What it's for
Ticket is the thread view for one support ticket you filed — the original question, every reply on both sides, and a box to add another. It's the detail screen behind a row on the Support list; you don't browse to it any other way.
Reach it by clicking a ticket on Settings → Support, at
/settings/support/[id] — the id is the ticket's own identifier, not
something you type in.
Tabs
This screen has no tabs. It's a summary card, a thread, and a reply box.
Panels and controls
Ticket summary
A card with Status (including a Waiting on you state), Priority, Assignee (or Unassigned), Filed date, and Resolved date — shown only once the ticket has actually been resolved.
Thread
A timeline starting with your original message (marked "You — opened this ticket") and every reply after it in order, each labeled either "You" or "Thermal Support."
Reply
Add a reply is a free-text box. Send reply posts it to the thread immediately, clears the box, and — if the ticket was resolved or waiting on you — reopens it to open status and clears its resolved date. A reply on an already-open ticket doesn't change its status.
What it accepts
| Field | Format | Required | Rule |
|---|---|---|---|
| Reply | Free text, up to 4,000 characters | Yes | "Write a message before sending." if blank; "Message is too long (4000 characters max)." over the limit |
A reply submitted against a ticket id that no longer resolves to one of your own tickets returns "Ticket not found." — the id is re-checked against your own organization and your own user on every reply, not trusted from the URL.
How to configure it
- There's nothing to configure here — replying is the only action, and its only downstream effect is on this same ticket's status (open / waiting on you / resolved).
- To see every ticket you've filed, or to file a new one, go back to Support — that's the list this screen is reached from.
Who can see it
- Owners and office managers can view and reply to their own tickets. You can only ever open a ticket you personally filed — this isn't a shared org-wide inbox.
- Dispatchers and technicians cannot reach Settings at all.
The full role matrix is on Roles & permissions.