Ticket widget settings

Ticket Status
Allows users to view or modify the Status, Category, and Priority of the ticket.
Agents can use this widget to update the ticket’s current workflow status. Agents need the Change Status role permission to make changes.

Customer
Allows you to:

• View or modify the ticket creator (raised by).
• View customer details such as name, email address, and linked custom fields.
• View other tickets raised by the same customer.
• Total time spent on his tickets (Timer addon)

Non-agent users cannot modify this widget. Agents need the Edit customer info role permission to make changes.

Assignee
Allows users to view or modify the agent(s) assigned to the ticket. Agents need the Assign Agents role permission to change the assignee.

Ticket Fields
Allows users to view or modify custom fields of the Ticket Fields type.
Default fields are excluded from this widget. Agents need the Change Ticket Fields role permission to update ticket fields.

Agent Only Fields
Allows Agents to view or modify custom fields that are configured as Agent Only Fields. Agents need the Change Agent Only Fields role permission to update agent-only fields.

Additional Recipients
Allows Agents and Customers to add additional recipients to a ticket.
Additional recipients receive ticket notifications sent to the primary Customer.
They cannot view the ticket through a browser or other access method. Agents need the Modify Additional Recipients role permission to update additional recipients.

Biographical Info
Displays the biographical information of the ticket creator stored in their WordPress user profile.

Tags
Allows users to view or modify tags associated with the ticket.
Tags help organize and categorize tickets. Agents need the Modify Tags role permission to update ticket tags.

Workflows
Displays and manages workflows associated with the ticket lifecycle.
Workflow management may require specific add-ons. Agents need the Trigger Workflows role permission to trigger workflows.

Easy Digital Downloads
Displays the user’s purchase or subscription information from Easy Digital Downloads.

WooCommerce
Displays the user’s WooCommerce purchases or order history.

WooCommerce Subscription
Displays the user’s WooCommerce subscription information.

Courses Details
Displays details about online courses purchased through an LMS.
This widget requires an LMS integration.

Private Credentials
Allows Agents and Customers to securely store and manage private information within a ticket.

For example, a Customer can use this widget to securely share access credentials with an Agent. Customers can remove their stored information at any time.

Need the following three permissions:
View Credentials – view credentials added to the ticket

Modify Credentials – Add or update the credentials

Delete Credentials – Delete credentials from a ticket

Rating
Displays or collects customer ratings for the support experience or ticket resolution.

SLA (Service Level Agreement)
Displays SLA information, including response times, resolution goals, and SLA breaches.

Timer
Tracks time spent on a ticket.
This can be useful for billing purposes or monitoring Agent productivity.

Usergroups
Displays user groups linked to the ticket or Customer.
This supports better role-based management.

Currently Viewing
Shows which agents are currently viewing the same ticket. This widget helps agents identify when other agents are working on the same ticket and helps prevent agent collisions.

My Todos
Allows agents to create personal to-do items for a ticket. These todos are specific to the agent who creates them and are not shared with other agents.

Checklist
Allows Administrators to add a checklist to a ticket. The checklist is visible to all agents who have access to the ticket.

Ticket Info
Displays additional technical information about the ticket, including:

• IP Address
• Source
• Browser
• Operating System