Watch: working the queue
Swipe the screen to move between steps.
Open the list
On the web, select Tickets under Operations in the sidebar. The list shows 20 tickets a page, newest first.
In the mobile app, open the Tickets tab.
Quick views
- All tickets: everything you can see.
- Unassigned: tickets still waiting for a technician.
- My queue: tickets you created.
- Emergency: tickets with Emergency priority.
Filter and sort
Search by ticket number or title, and narrow the list by Status, Priority, Category and System. Select Clear to remove every filter.
Select a column heading to sort by it. The filters stay in the page address, so you can bookmark a list or send it to a colleague.
Reading a row
Each row shows the Ticket (number, title and the client company, or an Internal badge with the responsible role), Status, Priority, Assignee, Category, Created and SLA.
A ticket past its SLA due date is flagged Overdue. Select a row to open the ticket.
On the mobile app
The Tickets tab filters by status. Tap SLA breaches under Needs attention on Home to see only overdue tickets; tap the chip again to remove the filter.
The app has no quick views and no bulk assign. Use the web for those.
Tips
- Check Emergency first, then Unassigned.
- Tick several rows and select Assign to send them all to one technician.
- Use My queue to follow up on tickets you logged for clients.
Frequently asked questions
- Is there a board view for tickets?
- No. Tickets are a list. Use the Status filter, or the Status pipeline panel on the dashboard, to see tickets by stage.
- Why doesn't My queue show the jobs I'm working on?
- For office staff, My queue means tickets you created. Use the Assignee column or filters to follow other tickets.
- Can I delete a ticket from the list?
- No. Tickets can't be deleted. Cancel a ticket that should not go ahead.
Still stuck?
Our team can look at your request or account with you.