How to manage the ticket queue
The ticket queue shows open customer issues by status and priority so nothing is forgotten.
#When to use this
Use this daily to prioritize, assign, and progress support work.
#Step by step
1
Open the queue
Go to the Support tickets list.
2
Prioritize
Sort and filter by priority and status.
3
Assign and progress
Assign owners and move tickets through their statuses.
4
Resolve
Close tickets once the customer's issue is solved.
#Expected result
What you should see
Open tickets are visible, prioritized, and progressing toward resolution.
#Common mistakes
- Letting the queue grow without triage.
- Closing tickets before the customer is satisfied.
#Troubleshooting
| If this happens | Try this |
|---|---|
| The queue looks empty | Check your status and assignee filters. |
#Best practices
- Triage new tickets quickly.
- Confirm resolution before closing.
Still need help?
Can’t find what you’re looking for? The DevSphere OS team is happy to help.
Was this page helpful?