Why an issue didn't appear or update

Work handed to your team appears under Team escalations on the Inbox Overview. If you can't find or update an issue, start with the inbox and settings below.

Check the inbox and settings

• No ticket appeared with the issue. Turn on Open a ticket on handoff in Bots → Workspace settings if you want one. The issue still appears under Team escalations without a ticket.
• Qyra answered a separate question. An issue protects the topic your team owns; it doesn't silence every topic in the conversation. Choose Human only when nothing should answer automatically.
• You assigned the conversation but no issue appeared. Assignment chooses which teammate owns the conversation. It doesn't create a handed-over issue.
• You're looking at another inbox. Open the inbox where the conversation arrived, or return to the all-inboxes Overview.

When no new issue is expected

• The issue is under Closed in the last 7 days. Your team has finished its work and the issue remains there for customer follow-up.
• A high-priority conversation isn't listed. High and Urgent describe conversation priority. Team escalations shows issues handed to people; one doesn't automatically create the other.
• Checked facts is empty. No owning business record has been checked yet. It doesn't mean Qcom checked and found nothing.
• No message actions appear. Customer confirmed and Issue still needs work appear only when Qcom matches a later customer message to this issue. Confirmed by phone remains available when your team heard directly from the customer.

If you still can't update it

• “We couldn't load this work.” Choose Try again. If it continues, ask a workspace owner or admin to check the service.
• “We couldn't update that issue.” Follow the message shown on the Overview. If it asks for workspace details, an owner or admin can add them in Workspace settings; otherwise refresh and try again.
• Your review says the issue changed. Someone saved a newer version first. Refresh, reopen Review details, check their changes and then save yours.
• You don't have access. Ask a workspace owner or admin to check your Support access and private inbox membership.

You need Support read access to see escalations and Support write access to change them. A private inbox also limits the view to its members.

After refreshing, check the issue's latest owner, status, follow-ups and review before repeating a change. A resolved conversation, closed ticket or completed order does not by itself prove the separate issue was resolved. If the save outcome remains unclear, retain the conversation and approximate time for the Qcom team. Continue with Review and close an issue.

Related

• About work that needs your team
• Review and close an issue
• Handle a customer complaint
• Decide who handles a conversation
• Why a ticket didn't appear or move