Work a ticket

Use Inbox → Tickets to find the follow-up work your team has opened for customers.

Find it

Search by subject, description or ticket number. You can also filter by:

• Status — Open, In progress, Waiting on customer, Resolved or Closed
• Priority — Low, Medium, High, Critical or Urgent
• Assignee — a teammate or Unassigned
• Inbox — tickets raised from that inbox's conversations

Newer tickets appear first. If there are more than one page, use Next and Previous to move through the list.

Work it

Open a ticket to:

• Set the status as the work moves
• Change the priority if the problem is more or less urgent than you first thought
• Choose an Assignee so a teammate owns the follow-up
• Add an internal reply with what you found, tried or are waiting for

Your teammates see changes to the ticket without refreshing the list.

Replies stay on the ticket

A reply added to the ticket is for your team's record. It isn't sent to the customer. Choose Open conversation at the top of a ticket linked to a conversation, then answer the customer in the thread.

If a teammate raised the ticket, they're notified when someone else replies. Tickets opened automatically have no requester to notify.

Finish it

Set the ticket to Resolved when the customer's problem is sorted, and Closed when no more work is expected. The ticket stays searchable and no longer shows as overdue.

If the ticket is linked to an issue under Team escalations on the Inbox Overview, finish that issue there too. Changing the ticket's status doesn't close the issue for you.

Related

• About support tickets
• What each ticket status means
• Open a ticket
• Review and close an issue