When tickets build up, the hardest part is knowing what to pick up next. The help desk shows which tickets are close to missing their targets, lets you filter to exactly the ones you look after, and saves those filters so you can get back to them in one click.
Know what is due
With response targets set, every ticket shows a badge: due, due soon, overdue, or met or missed once it is answered or resolved. Work through overdue and due soon tickets first. To set the targets, see set up your help desk.
Filter to your tickets
Open Help Desk and use the filters to narrow the list:
- Who raised it: companies, candidates, customers, employees or forms.
- Status: open, in progress, resolved or closed.
- Category and assigned to, including your own tickets or unassigned ones.
- SLA: show only overdue tickets.
Sort by priority to put urgent tickets at the top.
Save the views you use most
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Set your filters
Set up the filters and sort order you want, such as my open tickets sorted by priority.
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Save the view
Save it and give it a name, such as My queue or Unassigned urgent.
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Use it
Pick it from your saved views whenever you want that list again. Your views are yours alone; nobody else sees them. Delete one when you no longer need it.
Work from the board
Switch to the Pipeline view to see tickets as cards in a column for each status. Drag a ticket to the next column to change its status, which is a quick way to move through a pile of tickets in a team stand up.
Unassigned tickets are everyone's problem. A saved view of unassigned tickets, checked a few times a day, makes sure nothing waits without an owner.