Why a ticket didn't appear or move

If a ticket doesn't appear where you expect it, check the settings and filters first. The conversation may also have an open ticket already.

Check settings and filters

• No ticket opened on handover: Turn on Open a ticket on handoff in Bots → Workspace settings if you want each handover to open one. The issue still appears under Team escalations on the Inbox Overview when this setting is off
• A bot or Journey didn't open a ticket: Check that the path the customer took includes Create Support Ticket
• The ticket isn't in your list: Clear the status, priority, assignee and inbox filters. Search matches only the subject, description and ticket number
• You're viewing one inbox: Switch to Inbox → Tickets to see tickets across the workspace. One inbox shows only tickets raised from its conversations

When no new ticket is expected

• The same ticket opened again: If the conversation has a ticket that's Open, In progress or Waiting on customer, Qcom returns that ticket. You can open a new one after it's Resolved or Closed
• Overdue doesn't appear: The label needs a resolution target. It also disappears when the ticket is Resolved or Closed
• Nobody was notified about your reply: The teammate who raised a ticket is notified when someone else replies. An automatically opened ticket has no requester to notify

If the problem remains

• The customer didn't get your reply: Ticket replies stay on the ticket. Choose Open conversation and answer the customer in the thread
• A category wasn't accepted: A bot or automation can use only your workspace's Support categories. Add it in Bots → Workspace settings, then select it in the ticket step
• You can't see or change a ticket: Seeing tickets needs Support read access. Creating, changing or replying needs Support write access. Ask a workspace owner or admin if you need access

Related

• About support tickets
• Open a ticket
• Work a ticket
• What each ticket status means
• About work that needs your team