Within a ticket, the left-hand panel displays key information about the incident.

At the top, you can see the name of the primary client, followed by the assigned SLA plan. The SLA section shows the SLA name along with the remaining time.

The Incident Details section allows you to view and modify properties associated with the ticket, such as assignment, department, status, and priority.

If custom fields have been added for additional data collection, they will appear in the Additional Fields section.

The Recipients and People section displays the primary client’s email address as the recipient, while any additional email addresses added in CC are listed under the People field.

If any attachments have been shared between staff and the customer during the conversation, they will be visible in the Attachments section.

From Admin Settings>>System>>Module>>Incident Module and scroll down to the bottom of the page. You can configure the visibility of the left-hand panel sections and choose which tabs are shown or hidden by default and update as shown below: