Triaging a ticket

A ticket opened in the queue shows a Triage panel for staff, under its status. From there its status, priority, department and the staff member it is assigned to can each be changed, and each takes effect the moment it is chosen — one tap moves the ticket. This is the away-from-the-desk work: route a ticket to the right department, bump a priority, hand it to whoever should pick it up, without composing a reply. The options are read from your WHMCS, so any custom statuses or departments you have set up appear, and the staff list is your active admins. Assigning to Unassigned clears the assignment. All of it goes through the documented UpdateTicket call, so the change is recorded exactly as it would be from the admin area. Customers never see the Triage panel.