Once a ticket exists, the support team’s main job is to keep responsibility and next action clear. Assignment, status, priority, activity, and SLA data make that possible.
Assign the ticket
Use the ticket assignment control to choose the person responsible. Assignment requires ticket.assign, which is separate from ticket.edit.
If a ticket has no assignee, the built in Ticket has no assignee rule can surface it for attention.
Work the queue
Desktop supports list and Kanban-style ticket surfaces with filters, status, priority, type, and related controls. Mobile converts the list into cards and mobile filter actions.
Use list view for dense sorting and comparison. Use Kanban when status distribution and workflow movement matter more.
Stale and reopened work
The automation catalog includes:
- Ticket idle too long
- Ticket reopened repeatedly
- Ticket waiting for first response
- Ticket SLA at risk
- Ticket SLA breached
These rules help distinguish ordinary open work from tickets that need immediate attention.
Status versus SLA
Changing a status does not automatically erase SLA history. Response and resolution timing should reflect the actual customer-service events tracked by the ticketing backend.
The active report catalog includes First Reply Time, Resolution Time, SLA Compliance, Incoming Ticket Volume, and Ticket Backlog by Status.
Permissions
A support user can have ticket creation and editing without access to unrelated Sales, Accounting, or Inventory areas. Product area access and ticket action permissions are resolved separately.
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Last modified on September 7, 2026
