This article explains which functions are included in a ticket and where you can find them.
Action Bar (top)
The Action Bar provides several actions for handling tickets:
Action | Description |
Assign | Assign the ticket to a team member |
Tags | Choose from existing tags or create a new tag and assign it to the ticket |
Forward | Forward the ticket to people without Swat.io access ([learn more about this feature]) |
Mark | Mark the ticket → it will appear under “Marked” status, regardless of being archived |
Ignore | Ignore the ticket → new comments will not reopen it and no notifications will be sent |
Archive | Move the ticket to the archive |
Reopen | Reopen an archived ticket → it will reappear in the inbox or under “Assigned to me” |
Each ticket has a unique ID number
Below the ID, the channel name is displayed
If an internal channel name has been assigned, this will be shown
You can also see who the ticket is currently assigned to
View the tags assigned to the ticket
Original Post
Next to the channel name, a timestamp links directly to the original post on the respective platform
Comments
Each comment displays:
Username, profile picture, timestamp
Click on timestamp → direct link to the comment on the platform
Comments are numbered chronologically (sub-comments e.g. #2.1, #2.2)
Sentiment emojis under the comment number → results can be viewed in the user profile
At the bottom: various options (depending on platform):
Action | Description |
Reply | Reply directly to the comment |
Retweet | Retweet the comment |
Like | Like the comment (Facebook & X) |
Forward | Forward comment + replies to external people |
Hide | Hide the comment |
Delete | Remove the comment |
Pin | Highlight a comment → visible in the activity log |
Via the comment list you can filter pinned comments.
Under More actions, you’ll find platform-specific options (e.g., block a user).
Activity Log (right)
The log lists all ticket activities:
Archiving (with time & user)
Reopening (including reason)
Team member replies
Deleted/hidden comments (with responsible user)
Blocked users / hidden or highlighted posts (with responsible user)
Assignments to team members
Automatically hidden comments (via filters)
Forwarded comments or tickets
Pinned comments
Quick Tip: Hover over the timestamp to see the exact date & time.
The log can also be used for internal communication:
Add notes
Mention team members via @-mentions
Link comments with #number
Upload files
The dropdown menu allows you to filter the log → show only events or only notes.