Depending on how you manage your ticket workflow, you may manually select and assign tickets to yourself or other agents. Tickets can also be automatically assigned to you and other agents via automations and triggers, which are referred to as business rules (you can read about these workflow management tools in Streamlining your support workflow in the Administrator Guide).
This article covers the following topics:
The agent home dashboard
The agent home dashboard displays information about tickets assigned to you and your groups, including open tickets and ticket satisfaction statistics. You can view the agent home dashboard by clicking the Home icon () in the sidebar.
In the main window of the dashboard is a view of tickets requiring your attention.
The tickets in this list:
- Have the status New or Open.
- Are assigned to you, unassigned in one of your groups, or not assigned at all.
- Are grouped by Priority, and by the latest Requester Updated date (oldest first). If the requester updates the ticket in any way, it is moved to the bottom of the list.
You can click on any of the columns (ID, Subject, Requester, and the like) to sort Ascending or Descending. However you cannot customize the dashboard view.
Tickets are organized into views, groups of tickets based on certain criteria. You can preview or open tickets from your view.
Tickets in a view are preceded with a colored icon indicating each ticket's current status. Here are the corresponding ticket statuses and colors:
This section provides the steps you'll take to:
- Display a ticket view
- Preview a ticket
- Open a ticket
- Return to a view
- Move to the next ticket in a view
- Submit a ticket and move to the next ticket in a view
To display tickets in a view
- Click the Views icon () in the sidebar to open the Views list.
- Click the title of any view in the list to display tickets in that view.
To preview a ticket in a view
- Hover your mouse over a ticket title. The ticket preview appears:
To open a ticket
- Locate the ticket in the view list.
- Click the ticket subject.
The ticket opens in the main window.
To return to the current view from a ticket
- Click the Views icon () in the sidebar.
- From a ticket, click the Next ticket arrow in the upper-right corner of the ticket.
The next ticket in the current view opens, even if another agent is currently viewing it. If another agent is viewing the ticket, you will see the agent collision notification.Note: If you click the Next ticket arrow after clicking Play, the Next ticket arrow serves the next ticket that is not being viewed by another agent. See Using Play mode for more information.
To automatically go to the next ticket in the view when you submit a ticket
- From a ticket, click the menu to the left of the Submit button, then select Next ticket in view.
You do not have to select this option each time you submit a ticket. Once selected, the next ticket in the view will always open when you submit a ticket update. You can chose Close Tab if you prefer to open the current view after you submit a ticket.
Expanding and collapsing your views list
You can expand and collapse your list of views by clicking the arrow at the top of the views list. When collapsed, the views list will auto-show when you mouse over it, and auto-hide when you mouse away from it.
When the arrow is pointing towards your Views, the list is locked. When the arrow is pointing towards your tickets, the views list will auto-show and auto-hide.
By default, your views lists are expanded.
- Click the arrow at the top of the views list.
Your list of views collapses.
To expand the views list and lock it
- Mouse over the collapsed views list to auto-show the list.
- Click the arrow at the top of the views list to lock it in place.
The views list is locked in the expanded position.
Tracking your recently viewed tickets
You can see the last five tickets that you viewed by hovering over the +add tab in the top toolbar.
Viewing tickets requiring your attention
Near the top of the home dashboard,
We recently updated the wording of it to be more clear about the behaviour; however, it would be great if we could add something in the agent guide somewhere. Outline the following points: - They are sorted and grouped by priority and (oldest) Requester Updated date. Important: If the requester updates the ticket in anyway, the ticket will go to the bottom of the queue due to the updated timestamp (even if the requested date is oldest). - It will show New and Open tickets that are assigned to you, unassigned in your groups, or that are not assigned at all. - It is possible to manually click on the various columns to sort Ascending and Descending. This should stay in place until ending your session or refreshing the web browser. - It is currently not possible to customise the Dashboard.
Avoiding agent collision
You can tell if another agent is working on a ticket from views or directly in the ticket. This makes it easier to avoid potentially conflicting updates to tickets.
In views, an eye icon appears next to tickets that are being viewed by another agent. You can also hover over the ticket to see details:
In tickets, collision details appear in the upper left corner:
- Agents outlined in blue are editing the ticket
- Agents with regular pictures are viewing the ticket but not actively editing any fields.
- Agents with dimmed pictures have the ticket open, but have navigated away from it.
You'll also see the agent collision message in the ticket summary pop-up that is displayed when you hover over a ticket in a view with your mouse.
Using the Play button
The Play button guides you through the available tickets in a view automatically. Press the Play button or icon to open the first ticket in the view. After addressing the ticket, click Submit to update it and automatically move to the next available ticket.
The next available ticket is the next ticket in the view according to the view's sort order (see Using views to manage ticket workflow) that you haven't already skipped and that no other agent is currently viewing. Views are also refreshed every five minutes, so you might see a ticket that wasn't part of the view when you started Play mode.
Depending on settings configured by your administrator, you might be automatically launched into Play mode when you select a view. For details, see Setting up Guided mode (Enterprise).
To open a view in Play mode
- Click the Views icon () in the sidebar and select a view.
- Click the Play button in the upper right hand to open the first ticket. Depending on your settings, you might be able to skip this step.
- The first available ticket in the view opens.
- Click Submit. The next available ticket opens automatically.
- By default, the next available ticket opens when you click Submit. To stay on the ticket after submitting changes, click the menu from the left of the Submit button and select Stay on ticket.
Change this option back to Next available ticket before submitting your final updates so you can move to the next available ticket.
- Click Skip to move to the next ticket without making any changes to the current one.
- Depending on your administrator-configured settings, you might also be required to enter a reason for skipping the ticket. Enter a reason in the window that appears and click Skip again.