The ticket list is where a support day starts. Its job is to get you from everything open to the handful you should deal with next.
Narrowing it down
| Filter | Use it for |
|---|---|
| My Tickets | Your own queue. The list most people live in. |
| Status | In Progress, Waiting on User, User Responded, Snoozed, Resolved. |
| Assignee | Who owns it — including nobody. |
| Category | The kind of problem. |
| Priority | How urgent it is. |
| Organisation and tribe | Where it came from. |
| Date range | Last 7, 30 or 90 days, last month, or all time. |
The order to work in
- Overdue first — anything past the time you promised.
- User Responded next. The customer has done their part and is waiting on you.
- Unassigned — tickets nobody has picked up are the ones that rot.
- In Progress, oldest first.
Waiting on User is deliberately last: the ball is not in your court, and working that list is how a queue looks busy while nothing moves.
Acting on several at once
Select tickets to assign them, change their category, add tags, or close them together. Closing in bulk does not send a closed-ticket email to the submitters — which is right for tidying up a stale queue, and wrong if you are closing tickets people are actually waiting on.
A QUIET QUEUE IS NOT A HEALTHY ONE