Assigning & Resolving Tickets

The Tickets Management section helps you keep track of customer issues and feedback, assign them to the right team members, and resolve them efficiently to maintain high service quality.

Overview links: Documentation Home · Settings Overview

Where to Find This

• Tickets in the sidebar, then open a ticket.

Settings Quick Map

• Settings → SLA Policies: define due dates and breach rules.
• Settings → Assignment Rules: auto‑assign tickets.
• Settings Overview

Understanding Ticket Status

• Open: New tickets awaiting assignment or initial response.
• In Progress: Tickets that are actively being worked on.
• Resolved: Tickets with a solution provided and pending confirmation.
• Overdue: Tickets past their due date and needing immediate attention.

Assigning Tickets

1. Open a ticket from the Tickets dashboard by clicking its reference number or edit icon.
2. In the ticket details, use the Assigned To field to select a team member.
3. Set ticket Priority and Category if needed.
4. Add internal notes or comments to give context.
5. Click Update Ticket to save your assignment.
6. For details on how to automate assignment rules so tickets get assigned automatically, see our Automated Assignment Rules Guide.

Managing Ticket Details

Each ticket includes details like Reference ID, Title, Status, Priority, Category, Assigned To, Created Date, and Due By. Use the search and filter options at the top to find tickets quickly by title, reference number, or contact.

Resolving Tickets

1. Open the ticket and review its history and comments.
2. Take necessary actions to address the issue.
3. Add resolution notes to keep a clear record.
4. Change the ticket status to Resolved or Closed once the issue is fixed.
5. Optionally, follow up with the customer to confirm resolution.

Tips for Managing Tickets

• Use the + Create Ticket button to manually add new tickets.
• Keep ticket status updated to avoid overdue tasks.
• Prioritize high-priority tickets for faster resolution.
• Assign tickets promptly to the right team members to ensure accountability.

Common Blockers & Fixes

• Cannot assign a ticket: ensure the agent is active and you have permission to assign.
• Overdue tickets: check SLA policy and reassess priority or due date.
• Status stuck: update to Resolved only after notes are added; refresh if the update doesn’t reflect.

Next Steps

• SLA Policies
• Assignment Rules
• Ticket Tags

Still Need Help?

If you have questions, reach out to our Support Team or check the FAQs for more information.