Edit a ticket
How to add replies, attachments, and status updates to existing Solution Desk requests.
Once a ticket has been created, you can continue working on it in the detail view. This is where you add follow-up questions, replies, additional files, and status updates.
Open a ticket
Open the relevant tab in the dashboard, for example Your team.
Click the ticket card you want to edit.
The detail view opens as an overlay with the main content on the left and support, detail, and activity information on the right.
Add more information
In the left column, you will find the main ticket content:
- Description with automatically recognized links
- Steps to reproduce, if they were added when the ticket was created
- Conversation for replies and follow-up questions
- Attachments for uploading more files by click or drag and drop
Write a reply
Scroll to the Conversation section.
Write your message in the reply editor. The toolbar supports the same formatting options as the ticket form, including bold, italic, code, headings, quotes, and lists.
Click Send reply to add your message to the timeline.
Review status and history
On the right side, you can see:
- the current Priority
- the Issue type
- the related Company
- the Created date
- the Activity feed with all actions
The activity feed clearly shows who created the ticket, replied to it, changed its status, or escalated it to VAULO.
If your team cannot solve a ticket internally, the next steps are described in Escalate a ticket to VAULO.
Important for escalated tickets
Once a ticket has been escalated to VAULO, editing becomes restricted for your organization. Add important information before escalating whenever possible.
You can find more about the difference between Your team and With VAULO in the FAQ.