From a ticket’s details page, you can view information about the ticket and collaborate through conversations.

The ticket details page displays the following information:

1. Last updated: The date and user who last updated the ticket.
2. Company: The parent or sub-company the ticket is for.
3. Partner: The EDI partner with whom the ticket establishes a relation.
4. Status: The current status of the ticket.
5. Phase: The current stage of the ticket's workflow. For more information about phases, see Onboardings overview.
6. Project: The name of the project, as defined by ecosio.
7. Message type: Details of the type of message for an onboarding project or establishing a protocol connection.
8. Created: The date ecosio created the ticket.
9. Due date: The target completion date for the ticket.
10. Start date: The date that work started on the ticket.
11. Assigned Integration Engineers: The ecosio Integration Engineers assigned to the ticket.
12. Participants: Everyone involved in the ticket from both your company and ecosio.

Create a conversation

You can create a conversation on the ticket details page and assign it to a colleague or a member of the ecosio team.

To create a new conversation:

1. From a ticket’s details page, select + New Conversation.

2. From the Send to drop-down, select who to assign the conversation to. You can select a colleague, a member of the ecosio team, or a group. The selected assignee will receive an email notification.

3. In the Your comment field, write your comment. You can mention a colleague, a member of the ecosio team, or groups by typing @ followed by their name and then selecting them from the search results. They will receive an email notification.

4. Format the text or insert an image:

   • To make text bold, select the text, then select .
   • To apply italics, select the text, then select .
   • To insert an image, select , then browse to select an image to upload.
   • You can use markdown syntax. For help with using Markdown, select .

5. (Optional) Select Preview to preview your comment.

6. (Optional) Attach a file by doing one of the following:

   • Select the File upload section to browse for and select the file.
   • Drag the file into the File upload section.

   📘

   Notes

   • The maximum file size is 30MB. The following file types are supported: .csv, .doc, .docx, .edi, .edifact, .idoc, .json, .pdf, .ppt, .rtf, .trco, .txt, .x12, .xls, .xlsx, and .xml.

   • You must use the
     

     button in step 4 to add image files. Images can't be uploaded in the File upload section.

7. Select Send.

React to a conversation

When a conversation is assigned to you, you can react to it to respond to or resolve the conversation.

To react to a conversation:

1. From a ticket’s details page, select React for the conversation you want to react to.
2. (Optional) Select Resolve this conversation to mark the conversation as resolved. This permanently closes the conversation, but you can start a new one if required.
3. Complete your response by following the steps in Create a conversation.
4. Select Send.