When a ticket is assigned to you, it pops up in the Facts-Bar at the top of your screen and is shown as an active ticket.
When you click on the work interface, you can open the ticket. On the left side of the screen you'll see the chat, where you can respond to the inquiry. You can send files, emojis, chatblocks, notifications. You can also pass the dialogue over to the chatbot. Pictures that you send or receive in your chat are clickable and can be zoomed in.
Additionally, above the chat window you'll see four icons: a magnifying glass, two arrows, and a checkmark. The magnifying glass is the search icon, with which you can search the chat for specific keywords. The straight arrow allows you to forward the ticket to another agent, the curved arrow to mark a ticket as answered and the checkmark lets you close the ticket. When you close the ticket you can include a note to explain how you handled the ticket or provide extra categorization.
You can find an overview of all tickets in the menu point ticket list.
On the right side of the screen you can view up to four panels.