Work the queue

The queue

Tickets lists the queue. Click anywhere on a row to open the ticket. Click a person's name to see their card — role, open requests, assigned tickets — and a link to their full page.

Overview shows headline numbers for the team and for you; admins choose the cards in Admin center → Overview Settings.

Update a ticket

The ticket page has one Update button. The status, priority and assignee in the side rail and the reply in the composer are saved together, and every change is recorded in the ticket's history, which cannot be edited.

Built-in statuses are Open, Work in Progress, Pending, Resolved and Closed. Priorities are Low, Normal, High and Urgent.

Custom statuses and fields

Admins shape tickets in Admin center → Customize Ticket: rename statuses, add your own, disable the ones you don't use (Open, Closed and Merged always stay), add custom fields (text or dropdown), and set the wording of the new-ticket form. Disabled statuses can be restored.

Views

A view is a saved filter and column layout for the queue. Make your own in Settings → Views; admins publish views for everyone in Admin center → Organizational Views and can give each team member a default one.

Merge duplicates

On the duplicate ticket, enter the key of the ticket to keep (for example SLV-1043) and merge. The duplicate keeps its own conversation and history and points to the one you kept; nothing is moved or rewritten. Merging is an add-on and may be switched off in Admin center → Add-ons.