The ticket queue
Views, statuses, filters, and assigning tickets to teammates.
The queue is a table of tickets with the customer first, then the chatbot, channel, assignee, summary, status, and timestamps. Sort by any column.
Views
Four views in the sidebar, each with its own count:
- Inbox — everything still open.
- Assigned to me — open tickets you own.
- Unassigned — open tickets nobody owns yet. The pile to work from.
- Closed — the archive, covering both closed and cancelled tickets.
A bold count means unread. It appears only on the views where unread means "act", so a colleague's ticket changing does not mark your inbox.
Statuses
Status names the party being waited on, not a stage in a process. Scanning the queue answers "what needs me?":
| Status | Meaning |
|---|---|
| New | Just arrived; nobody has picked it up. |
| On team | Waiting on you or a colleague. |
| On customer | Waiting on the customer to reply. |
| Blocked | Waiting on something else — a third party, a fix, a decision. |
| Closed | Finished. |
| Cancelled | Not going to be finished. |
Views and statuses are separate
The Closed view spans both Closed and Cancelled, which is why the two are not the same list. Filtering by status inside a view narrows further.
Filters
Three filters sit above the table, each widening back out through a named option:
- All chatbots — narrow to one chatbot. This one also follows the chatbot switcher in the header, so picking a chatbot there filters the queue with it.
- Any status — narrow to one status.
- Any channel — narrow to website chat, help page, email, phone, or API.
There is no "assignee" filter, because Assigned to me and Unassigned are already views.
Assign a ticket
Open the ticket and find Assignee in the details panel on the right. Unowned tickets read Unassigned.
Pick a teammate from the list. Only members of the workspace appear — see Team management to invite more.
They get an email telling them the ticket is theirs, and it moves into their Assigned to me view.
Close a ticket
Set the status to Closed when the work is done, or Cancelled when it will not be. Both move the ticket to the Closed view; neither deletes anything, and the transcript stays readable.
Leaving the ticket panel
Navigating away from an open ticket to the chat logs warns you first, so a half-written reply is not lost to a stray click.