Tickets & support
Ticket views
Section titled “Ticket views”Users open Tickets (/tickets) and switch between three views:
- All — every ticket the user can see.
- Important — high-priority tickets.
- For me — tickets assigned to the current user.
A filter box narrows the list. Admins manage all tickets of the organization under Admin > Tickets (/admin/tickets).
Ticket detail
Section titled “Ticket detail”A ticket’s detail page shows its identifiers (Ticket #, Provider #), Title, Summary, and Description, plus the fields below.
| Field | Values / purpose |
|---|---|
| Status | Open, In Progress, Pending Customer Response, Resolved, Closed |
| Priority | Low, Medium, High, Critical |
| Impact / Urgency / Category | Classification of the incident |
| Assignee / Assignment group | Who is responsible |
| SLA Breach, resolution times, dates | Service-level and resolution metadata |
| Affected Service, Configuration Item, Site, Device | What the ticket relates to; Device links to a managed device |
| Close Code / Close Notes | Set when closing |
| Parent / Child | Ticket relationships |
| nara use case | The use case the ticket originated from |
Actions
Section titled “Actions”- Continue in Chat / Start nara chat — open or resume a conversation with nara about the ticket.
- Assign — set the assignee.
- Approve / Reject — decide on plan approvals proposed by nara.
- Update — edit ticket fields.
- Delete — available only after the ticket has been closed.
You can also Add comment on any ticket.
History, function calls, and media
Section titled “History, function calls, and media”- History/Timeline — records assignments, comments, plan proposed/accepted/rejected events, solution events, and approvals.
- Function Calls — a log of the Tool calls nara executed for this ticket.
- Media panel — lists attachments with their extraction status, a generated Summary, and extracted Key facts.
Customer support access
Section titled “Customer support access”nara staff can open a customer organization as admin through the customer support access selector. While a support session is active, a banner shows the access and its expiry, and the session can be ended early with End support.
When starting support, staff choose the support interface: Chat, Audio, or Screen Share. Admins can monitor active sessions in the Helpdesk sessions view.