This is where you can see the "Ticket Title"

Need Assistance 
Awaiting Reply 2 hours ago via Customer Portal

This is the "Customer/User's Name".\
(By click on it you will land on the page where you can see the User/customer's profile and all the tickets/chat initated by them)

You can also change the "Status" of the Ticket from here according to the Ticket's requirement.

You can also Select the "Team" for a specific ticket.

By click here, you can "Assign the Ticket" to any Agent you want to.

You can "Delete/Trash" a ticket from here.

You can also "Subscribe/Unsubscribe" a ticket by clicking here.

Tickets in Onsite