When you're managing a ticket, you'll see a similar screen:
An explanation for all the tools above:
1- Take the ticket and assign it to yourself
2- Assign: Assign someone else to handle this ticket. Only visible to admin.
3- Release , surrender the ticket so someone else can handle.
4- Escalate: Send the ticket to a different department from the same level or above. If automatic assigning is enabled it will be assigned to someone else from that department.
5- Change the priority of the ticket
6- Lock the ticket. Keep the ticket as Open or closed but disallow customer from sending replies to this ticket.
7- Autoclose. Enable or disable automatic closing of the ticket after x days pass without a reply ( specified by admin in General settings )
8- Open/close the ticket.
9- Trash this ticket.
10- Ticket replies and notes, above you can see reply date and through which channel was it sent ( Possiblities : via web/mail/api )
11- Information about the ticket
12- Information about the user who created the ticket