The View Ticket page provides a variety of tools for working with your tickets on an individual basis.
The centerpiece of this page is the listing of posts on the ticket, beginning with the original message. You can show or hide any post within the ticket by simply clicking its title bar.
Beneath the title bar, each post has a number of options available as gray links. You can modify the content of the post, add it to your KB as a question, or quote its contents in your reply. If the original message came in by e-mail, it will contain an additional option to "View Source." This allows you to view the source of the e-mail message in case you have a need to see the message headers, or if a parser error is causing the message body to display incorrectly.
The area beneath the ticket posts provides a number of helpful features for working with the ticket. To the right of the reply field, you will see a listing of related knowledge base articles and related tickets (provided that you have enabled these options under Settings.) By clicking the icon you can automatically copy the text of the related article or ticket into the response to the present message. Clicking the icon will allow you to include the related document as an attachment. You can use the search box here to perform a search without leaving the present ticket; you search results will appear in a separate window.
The left sidebar provides additional details for each ticket as well as options for working with the ticket. The Ticket Details section at the top of this sidebar contains information about the ticket itself, its status, and any admins that it is assigned to. You can edit this information by clicking the "edit" link in the title of this section. The Contact Email you'll find in this section is a link; clicking it will bring up a window containg a list of previous messages received from that e-mail address.
Beneath the Ticket Details are the primary Ticket Options, which include the ability to subscribe to the ticket, resolve or close it, mark it as spam or block the e-mail associated with it, make it sticky (which means it will always show up at the top of the Open Tickets list), or delete it. You can also change the department the ticket is in, or assign it to an admin user. Below these options is a quick and convenient button allowing users to assign or unassign themselves from this ticket.
The Other Options sections contains the options to print or save the ticket, or add it to your calendar or todo list. You may also switch between the regular collapsible ticket view and the classic view.
Finally, at the bottom of the left sidebar you will find a list of the last ten actions that were performed on the ticket, and the users who performed them. There is also a link to view the complete ticket history.
icon you can automatically copy the text of the related article or ticket into the response to the present message. Clicking the 
icon will allow you to include the related document as an attachment. You can use the search box here to perform a search without leaving the present ticket; you search results will appear in a separate window.
