Filtering tickets
Use the left-hand views and the priority, category and state filters to turn a long queue into a short worklist.
A support queue is only useful if you can reduce it to the tickets that are yours, or the ones that are about to become a problem.
The views and the filters
Two layers work together.
The views on the left split the queue by ownership and state:
- All tickets
- Assigned to me
- Pending
- Resolved
The filters above the list then narrow whichever view you are in, by priority (Urgent, High, Medium, Low), by category, and by state.
Three filters worth keeping
| Goal | How to get there |
|---|---|
| My worklist for today | Assigned to me, then filter priority to Urgent and High. |
| What is at risk of escalating | All tickets, category Negative Sentiment or Complaint. |
| What my agent is missing | All tickets, category AI Limitation. Read these weekly. |
FAQ and troubleshooting
I cannot find a ticket I know exists
Check which view you are in. Assigned to me hides everything owned by a colleague, and Resolved is a separate view from the open queue. Switch to All tickets and clear the filters.
Do my filters affect my team?
No. Views and filters are your own display. They change nothing for anyone else and nothing about the tickets.
What's next?
Tickets often start in a conversation. Here is how the agent decides to hand one over.