Ticket detail
Read a ticket — status and priority, the description, who owns it, the response metrics, and the link back to the conversation.
Opening a ticket gives you everything needed to resolve it without hunting through the inbox first.
What each part means
- Status and priority. Work Urgent tickets first.
- The description. The summary of the problem.
- The customer and the owner. If Assigned to is empty, use Assign to take it or give it to a teammate.
- The metrics. Response time and resolution time.
- View Conversation. Opens the discussion with the customer.
Resolve a ticket
- Read the description and check the priority.
- Assign the ticket if nobody owns it yet.
- Use View Conversation to reply to the customer in context.
- Move the ticket to resolved once the customer is taken care of.
FAQ and troubleshooting
Assigned to is empty
Nobody has taken the ticket yet. Click Assign and pick yourself or a teammate. Unassigned tickets are the ones most likely to be forgotten, so it is worth assigning early.
Which tickets should be handled first?
Priority order: Urgent, then High, Medium and Low. Within the same priority, the Negative Sentiment and Complaint categories are the ones that escalate further if they wait.
The customer replied but the ticket did not change
The ticket and the conversation are linked but separate. Use View Conversation to see new messages, and update the ticket status yourself.
What's next?
Narrow a long queue down to the tickets you need.