The My Tickets panel is a short briefing on the work that is yours. It lists every open ticket assigned to you, puts the most important ones at the top, and tells you, for each one, what it is about, where it has got to, who is waiting on whom and the next thing you need to do. The ranking and the wording are written by AI from each ticket's conversation and internal notes.

When it appears

The first time you open Support Tickets each day, the AI starts writing your briefing in the background while you carry on working. When it has finished, usually within a minute, the panel slides in from the right-hand side of the screen. If you have a ticket open at that moment, it waits until you close the ticket. It opens by itself only once a day, going by the date on your computer, and it does not open at all when no tickets are assigned to you.

To open it again at any time, select My Tickets in the Support Tickets menu on the left, directly under Board. To close it, select the cross in its top right corner or click anywhere outside it.

Reading the list

• Critical — something is down, data is at risk, or a customer cannot trade. Deal with these first.
• High — a customer is affected now and waiting on you, or has chased.
• Normal — routine work that needs a reply or an action from you.
• Low — waiting on the customer, on hold, or nothing needed today.
• Not ranked yet — a ticket assigned to you since the briefing was written. It is ranked the next time the briefing is updated.

Each ticket then tells its story in the same order:

• Summary — two or three sentences on what the ticket is about and what has happened so far.
• Days — how many days since anything happened on the ticket, or Today. It turns orange once a ticket has been quiet for three days or more.
• Stage — where the ticket has got to, such as Investigating or Waiting for the customer to test.
• Waiting on — whose move it is: you, the customer, a colleague, a third party such as a supplier, or nobody. Waiting on you is shown in red, and within each importance level those tickets are listed first.
• A line saying who is waiting on whom and for how long, for example "Morgan has been waiting 2 days for your reply".
• Next Step — the next thing to do on the ticket.

The last line shows the ticket number, who raised it and its status. Select a ticket to open it on the board.

Which tickets are included

The panel shows tickets assigned to you that are not closed or resolved. Snoozed tickets are left out until they wake up, and so are tickets merged into another one. When a new ticket is assigned to you, the briefing is rewritten the next time you open the panel. Other changes, such as a new reply, are picked up at most every ten minutes. A small Updating label shows while the briefing is being rewritten. If it has still not finished after about three minutes, the panel says it is taking longer than expected; your tickets are still listed, and you can select Try again a few minutes later to pick up the finished briefing.