This top section shows metadata about the ticket including its status, what queue it is currently in, who has claimed it, who asked the question and dates associated with the ticket.
Next is the area where you can see the actual question that was asked and any responses to the patron or internal notes.
There are three actions you can take on a ticket. Create a reply to the patron, send an internal note to someone or assign/transfer the ticket to someone or another queue.
At the bottom of the ticket are several mixed items. You can: attach files if needed to your replies or internal notes, CC other people on a message to keep them informed or bring them into the conversation, add questions to an FAQ page and add statistics about this question.