> ## Documentation Index
> Fetch the complete documentation index at: https://docs.forge.shieldtp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Use the ticket workspace

> Review context, refine the Action Plan, work in Chat, and close out a ticket.

The ticket workspace keeps the operational record, reasoning, conversation, and evidence close together. Available tabs vary with your permissions and the ticket's state.

## Read the workspace

| Area         | What to look for                                                                              |
| ------------ | --------------------------------------------------------------------------------------------- |
| **Overview** | Account, contact, status, priority, assignment, service context, and other ticket properties. |
| **Plan**     | Forge's structured interpretation, investigation, and recommended steps.                      |
| **Chat**     | A ticket-scoped conversation with allowed connected tools.                                    |
| **Activity** | Communications, scheduling, and audit-oriented history.                                       |
| **Events**   | Detailed ticket and workflow events.                                                          |
| **Files**    | Attachments and working material associated with the ticket.                                  |

The title, ticket number, source status, timer, and other actions appear around the workspace. The exact fields depend on the connected PSA and your organization's mappings.

## Review an Action Plan

A useful plan should:

* state the understood request and desired outcome;
* separate confirmed evidence from assumptions;
* identify missing information;
* order the investigation safely;
* show customer and engineer steps clearly;
* name the condition for success or escalation.

Regenerate the plan when the ticket changed materially or the existing plan targets the wrong problem. Do not regenerate merely to avoid making a decision; preserve useful evidence from earlier work.

## Act from Chat

Stay in Ask mode for investigation, drafts, and recommendations. When a write is needed:

1. switch to Full access;
2. describe the intended target and result;
3. inspect any approval request;
4. verify the resulting ticket activity in Forge or the PSA.

## Close out responsibly

Before closing:

* confirm the user-visible outcome;
* record the resolution and important evidence;
* send the expected customer update;
* stop or record time as required;
* choose the correct mapped PSA status;
* note any follow-up owner or scheduled check.

<Warning>
  Provider-specific fields and unsupported administrative changes still belong in the PSA. If Forge cannot represent a required value, complete and verify that step in the source system.
</Warning>