Work the ticket queues
Find the tickets that need you, read what each queue shows, search and move from ticket to ticket.
Required permission: helpdesk.view
Before you begin
You need helpdesk.view. The Escalated and SLA Risk queues are hidden when the "SLAs and escalation" feature is off.
The queues
| Menu | What it shows |
|---|---|
| Tickets > All Tickets | Every ticket that was not merged into another. |
| Tickets > My Tickets | Open tickets assigned to you. |
| Tickets > My Team | Open tickets owned by any team you are an active member of. |
| Tickets > Unassigned | Open tickets with no agent. |
| Queues > Escalated | Open tickets above L1. |
| Queues > SLA Risk | Open tickets that used 80% or more of their resolution time but are not yet due, and are not paused. |
| Queues > Overdue | Open tickets past their resolution due time, not paused. |
| Queues > Waiting Internal | Tickets in status Waiting Internal. |
| Queues > Waiting Vendor | Tickets in status Waiting Vendor. |
| Queues > Recently Updated | All tickets, most recently changed first. |
The filter button also offers New (status New) and shows the count for each queue.
A ticket paused for the customer or a vendor is not in SLA Risk or Overdue. A ticket that has passed its due time leaves SLA Risk and appears in Overdue.
Steps
- Open a queue from the menu.
- Read the cards. Each shows number, subject, priority, status, a Transfer pending chip if one is waiting, a red SLA chip if the SLA is breached, the requester and the creation date. Eight cards show per page.
- To search, type in Search tickets. It looks at number, subject, requester, reference number and serial number. It does not search e-mail addresses.
- Switch between All, My Tickets and Unassigned with the tabs; use the filter button for the other queues.
- Open a card to see the ticket.
- Use the previous and next buttons on the ticket to move through the queue without going back to the list. A counter such as 3/10 shows where you are.
What happens next
Opening a ticket does not change it. You can reply, assign, transfer or escalate from the ticket. See Messages and notes.
Good to know
- A merged ticket is never listed, but it still opens from a link.
- A team manager who is not a member of a team does not see that team's tickets in My Team.
- Counts on the tabs match the lists.
- Tiles on the dashboard open these queues.