Working tickets: getting started

The All Tickets page lists every ticket in your workspace except spam and muted tickets. Use it to find work, then open a ticket to read the conversation, set its properties, and reply. Spam and muted tickets have their own Spam and Muted pages in the navigation when there are any. Your unsent drafts sit behind the Drafts button at the top of the list.

Find a ticket

At the top of the list you have:

• Search — type in Search tickets... to match across tickets. Results update as you type.
• Filters — narrow the list with the All statuses, All priorities, All categories, and All agents dropdowns. Pick Unassigned in All agents to find tickets nobody owns. Once a filter or search is active, click Clear to reset the list.
• Sort — click the #, Customer, Status, or Date column headers to sort. Click again to reverse.

Each row shows the ticket number, an unread dot, the customer, who it's assigned to, the subject, a status badge, and the date. The subject carries badges for Urgent and High priority, the category and tags, followed by a preview of the message. When there is more than one page, move between them with Previous and Next.

Open and read a ticket

Click any row. On a computer, the ticket opens with the conversation on the left and a details sidebar on the right. On a phone, tap Details to open the same details.

In the conversation, each message is labelled with who sent it: the customer's name, Agent, or AI with a purple AI badge. Internal notes are labelled Internal Note and have a yellow background. Quoted text and signatures collapse so the thread stays readable.

Set the ticket's properties

In the sidebar's This ticket group you can change:

• Status — In Progress, Pending, On Hold, or Resolved. Closing a ticket is a separate step, below.
• Assignee — pick an agent, or set Unassigned.
• Team — route it to a team, or No team. Changing the team also changes the assignee to whoever that team's assignment setting picks, which may be nobody.
• Priority — Urgent, High, Medium, Low.
• Category, subcategory, and Tags.

To close a resolved ticket, open the ⋯ menu in the ticket header and choose Close ticket. To bring a resolved or closed ticket back, click Reopen.

Some status changes happen without you. A ticket arrives as New, and your reply moves it to In Progress. A reply from AI does the same, and also moves a ticket that is Pending or On Hold. Your reply to a resolved ticket reopens it, but a reply from AI leaves it resolved. A resolved ticket closes itself after 14 days with no reply. It waits while a step or a proposal from AI is still open on it, and a step marked done gives it another 14 days. A workflow can set a status too.

ℹ️ Collaborators can read tickets and add internal notes, but can't change these properties.

Watch the clock

If an SLA applies, the sidebar's SLA row shows your First response and Resolution timers. Each shows the time left. The timer is green while you're on track, turns yellow and then light red as the deadline gets close, and turns solid red once it has passed. A target you've already hit says so, as First response met.

Next steps

• Filter, sort, and manage tickets — including what the ticket sidebar shows, watching, splitting, and spam.
• Reply to the customer — replies vs internal notes.
• Triage from the inbox — the prioritized landing view.