Working the queue
Statuses, priorities, filters and saved views, and how to find the ticket you need next.
The Inbox is the workspace home screen. It lists every ticket the workspace has,
newest work first, and it is where most of an agent's day happens. The address
/tickets lands on the same screen and keeps whatever filters you had in the
address bar.
What one page of the queue shows
Four counters sit above the list: Open, Pending, Overdue and Solved. Below them is a row of filter chips, a search box, and the ticket table itself. The table shows 50 tickets per page.
Each row carries the subject, the status, the priority, the customer and when the ticket was last updated. Under the subject you get the assignee, the channel the ticket arrived on, the AI agent that raised it if one did, and the CSAT score if the customer has left one.
One flag rides beside the subject, and only one, in this order:
- Live if there is a live session attached.
- Overdue if an SLA target has been missed.
- A countdown such as in 20m if a first response is still due.
A ticket with none of those shows no flag.
Statuses
| Status | What it means |
|---|---|
open | Needs a first response, or the customer has come back. |
pending | You have replied and are waiting on the customer. |
on_hold | Parked on something outside the conversation. |
solved | Answered. Terminal. |
closed | Finished and filed. Terminal. |
spam | Not real work. Terminal. |
merged | Folded into another ticket. Terminal. |
The three live statuses can move between each other freely, and any of them can
go to solved, closed or spam. The terminal ones cannot be edited back into
life by an ordinary status change. See
Merging, reopening and closing.
The queue opens filtered to open and pending, because that is the work that is actually waiting.
Priorities
urgent, high, normal and low. Priority does two things. It selects which
SLA policy is stamped on the ticket, and it sorts the queue: urgent first, then
high, then normal, then low, and within each band the most recently updated
first. Only urgent and high get a coloured pill in the table, so a hundred rows
of normal do not drown them out.
Raising the priority of a live ticket restarts both SLA timers from that moment. That is deliberate, so a ticket escalated from normal to urgent gets the urgent target rather than instantly breaching an old one.
Filtering
Every chip is a filter, and chips combine with AND. Within one filter the values combine with OR. So selecting Open, Pending and Urgent means "open or pending, and urgent".
The chips are:
- Mine, which means tickets assigned to you.
- Unassigned.
- Overdue, which carries the count of currently breached tickets.
- The five statuses, each with its own count.
- The four priorities.
- One chip per channel that has tickets, built from what the queue reports rather than from a fixed list, so a channel connected this morning gets a working chip with no change to the product.
The status and channel counts on the chips are counts of the whole workspace, not of your current filter. That is on purpose: a chip has to tell you what selecting it would give you.
Only the first eight chips show. +N more opens the rest, and a chip you have
already selected is never hidden behind that fold.
Search matches the subject and the body. Type into the box and press Enter.
Filters live in the address bar, so a filtered queue is a link you can bookmark or send to a colleague. Changing any filter sends you back to page 1.
A refused filter is not an outage
If you hand-edit a filter value in the address bar to something the service does not accept, the queue says so and offers Clear filters. That is a different message from the one you get when the ticket service is unreachable, because the fix is different.
Saved views
A saved view is a set of filters under a name, shown as a tab above the queue.
To make one, set the filters you want, then press Save view. Give it a name, and choose whether to keep it private or share it with the workspace. Shared views are marked as shared in the tab row and everyone in the workspace sees them.
A view can store status, priority, assignee, overdue and the search text. It cannot store the channel filter. If you have a channel filter active when you save, the dialog tells you that filter will not be part of the view rather than dropping it silently.
Acting on several tickets at once
Tick the checkbox on any row and a toolbar appears with the number selected. From there you can change status, change priority, or unassign.
Three things are worth knowing:
- The selection is always intersected with the rows currently on screen. Going back a page, or changing a filter, cannot leave you acting on tickets you can no longer see.
- A bulk change skips tickets whose current status will not allow it rather than failing the whole call. Marking a mixed selection as solved solves the live ones and leaves the already-merged ones alone. The call still succeeds.
- Solving in bulk has every effect that solving one at a time has, including the
CSAT request on each ticket reaching
solvedfor the first time.
Bulk update sits at a higher permission level than editing one ticket. An editor gets the per-row menu, which changes one ticket, and sees the reason instead of the verbs on the bulk toolbar. See Members and roles.
Opening a ticket by hand
New ticket takes a subject, an optional description and a priority. It is
recorded with the source manual and drops you straight onto the new ticket.
Use it for work that reached you some other way, a phone call or a corridor conversation. Customer traffic should arrive through a channel instead, so that replies thread correctly. See Channels.