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Two screens under Customers are ones you will open during a shift. Both are read-only for an agent, for the same reason: they are records of what happened.

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Tickets

Tickets shows the work you were given and the work you raised. A ticket that is neither assigned to you nor raised by you does not appear. Raised by is the column worth reading first. A ticket raised by a virtual agent or by an IVR flow was written by a machine from what a caller said, and how much to trust its wording is different from a colleague’s. That distinction is why it is recorded rather than everything being filed as “human”. Creating a ticket, editing one and adding a note are tickets:write, which a supervisor holds. During a call, a ticket is raised for you — by the virtual agent that handled the caller first, or by a step in the flow they came through — rather than by a button on your desk.
Tickets raised before the system recorded an author have none, so you see those only where they are assigned to you.

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Conversations

Conversations is what was said, as text. A call a person took is a conversation with the customer as much as one a model took; the human ones simply have no provider against them. You see the conversations you handled. Each row carries when, the customer, who handled it, the profile, a summary, how many turns and how many tokens. The cost column is empty for you, and that is deliberate: you read a conversation to do your job, and what the call cost your employer is not part of that job. Reading a transcript is a separate permission from playing a recording, so this screen gives you the words and not the voice.

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Both feed the customer’s timeline

A contact’s page draws calls, conversations, tickets, satisfaction scores and changes into one list, and a source that could not be read says so rather than showing nothing. Your view of a customer’s history is your slice of it on that page. The exception is the call you are on right now. In the in-call panel the history is the whole history, including calls a colleague or the AI took, because a customer who spoke to somebody yesterday should not look like a first-time caller. See who you are talking to.