Open a ticket in its own window

Every open ticket now has its own address: the inbox URL includes ?ticket=ID. You can refresh the page, bookmark the link or share it with a teammate and land on the same ticket.

Use the Open in new window button in the ticket header to pop the ticket out into a separate browser window, so you can work on two tickets side by side. The new window is a full agent view with replies, macros, notes and properties.

Focus mode

Adding &focus=1 to the address opens the ticket on its own, without the list beside it. That is the version to use on a second screen or on a small laptop, because the conversation gets the full width.

Everyday uses

• Paste the link into an internal note or a chat message so a colleague opens exactly the right ticket.
• Keep a difficult ticket in a separate window while you keep triaging the inbox in the main one.
• Bookmark a long-running conversation you come back to every day.

Good to know

• The link only works for people who can already see the ticket. A colleague from another workspace, or someone without permission, is not let in by the URL.
• Closing the pop-out window changes nothing; the ticket stays where it is with all its history.
• Collision detection still applies across windows, so you can see when somebody else is typing on the same ticket.