Find support tickets

Goal

Find, filter, and open support tickets in the queue.

Who it is for

Agents with support.view. New ticket and row Edit need support.manage.

Preconditions

• Module support enabled for the tenant.
• Permission support.view.

Steps

1. Open Support → Tickets.
2. Use the queue tabs: All, Open, Mine, Unassigned, Overdue, or Closed. Counts come from the ticket summary and follow the current search and filters.
3. Search by subject, then optionally filter by department, priority, or assignee. Apply the filters. The address bar keeps the queue, filters, page, and open preview so refresh and back return to the same place.
4. Scan columns: Subject, Customer, Service, Assignee, Department, Priority, Last reply, Status. Overdue tickets also show an overdue marker. Customer names come from the ticket, not a separate customer list.
5. Open a ticket from the subject or the row to use the preview. Open goes to the full ticket. Edit needs support.manage.
6. Choose New ticket to create (support.manage).

Result

You locate the ticket and can drill into reply, assign, status, or close.

If the list fails

Use Retry on the list. A failed preview has its own retry and does not clear the queue.

Related

• Create a ticket
• Status, reply, and close