# Find and work tickets

> Use inboxes, quick filters, statuses, departments, client filters, and search to find and open tickets in the Tickets inbox.

URL: https://www.agencytitan.com/help/tickets/find-and-work-tickets/

Use the **Tickets** inbox to find requests by ownership, status, department, client, or text. Open a row to read its conversation and work from the ticket view.

## Who this is for

Agency team members who triage or respond to customer requests. Requires **View Tickets**. Actions that change a ticket require ticket management access.

## Before you begin

- You are signed in to the correct agency workspace.
- At least one ticket exists, or you expect an empty list until a request arrives.
- If your team receives email or SMS, the appropriate inbox is connected. See [Set up a ticket inbox](/help/tickets/set-up-a-ticket-inbox/).

New to ticket vocabulary? See [Tickets overview](/help/tickets/overview/).

## Open the Tickets inbox

1. Open **Tickets** ([/tickets/inbox](https://app.agencytitan.com/tickets/inbox)).
2. Choose a view in the left sidebar.

   ![Tickets inbox with Unassigned selected, a search query entered, and one matching New ticket](/docs/screenshots/tickets-v2/tickets-inbox-overview.png)

## Use inboxes and quick filters

When connected inboxes are available, they appear under **INBOXES**. Select an inbox to see tickets routed there.

Use **QUICK FILTERS** for common work queues:

- **Assigned to me** shows tickets assigned directly to you.
- **My department** shows tickets assigned to your department.
- **Unassigned** shows tickets without an assignee.
- **SLA at risk** shows tickets approaching or past an SLA target.
- **Outbound review** shows replies waiting for review.
- **Blocked inbound** opens inbound messages that need attention before they become normal tickets.

Counts beside a filter show how many tickets currently match it.

## Filter by status or department

Under **STATUS**, choose **Active** or a specific lifecycle group such as **New**, **Open**, **Waiting on Client**, **Waiting on Team**, **Resolved**, or **Closed**. Your agency's configured ticket statuses can differ from these defaults.

Under **DEPARTMENTS**, select a department to narrow the list to that team.

## Filter by client and search

- Use **Filter to client(s)...** above the sidebar to limit all ticket views to one or more clients.
- Use **Search tickets...** above the list to match ticket subjects and other searchable ticket text.
- Clear either field to return to the broader view while keeping your other filters.

## Open and understand a ticket

Select a ticket row. The ticket view includes:

- The subject and ticket number in the header
- The customer conversation and internal notes in the main thread
- Quick status choices below the latest conversation item
- **Reply** and **Internal note** in the composer
- **Move to inbox**, **Escalate**, **Show details panel**, and **More actions** in the header

Open **Show details panel** to see status, priority, assignees, client, department, tags, privacy, SLA information, linked tasks, and activity.

![Ticket view with an internal note, quick status choices, collapsed composer, and the details panel open](/docs/screenshots/tickets-v2/ticket-detail-conversation.png)

## Create a ticket manually

1. Select **New Ticket**.
2. Enter **Subject**.
3. Optionally choose an **Inbox**, **Client**, and **Department**.
4. Choose **Priority**.
5. Select **Create Ticket**.

If no inbox is available to you, AgencyTitan keeps the ticket visible to the agency until it is moved. An intake routing rule may also place the ticket in a different inbox from the one selected during creation.

## Expected result

- The list reflects the inbox, quick filter, status, department, client, and search choices you made.
- Selecting a row opens that ticket's conversation and details.
- A manually created ticket opens in the ticket view and appears in the appropriate list.

## Troubleshooting

| Symptom | Likely cause | What to do |
| --- | --- | --- |
| **Tickets** is missing | You lack **View Tickets** | Ask a workspace owner to review your ticket permissions |
| List is empty | The selected view has no matches | Clear search and client filters, then try **Active** or **Unassigned** |
| A ticket is missing from **Assigned to me** | It is unassigned or assigned to someone else | Check **Unassigned**, the relevant department, or search by subject |
| Expected inbox is missing | It is inactive, restricted, or not connected | Ask someone with ticket settings access to review the inbox |
| Ticket opens but change controls are unavailable | You have view-only access | Ask a workspace owner to review your ticket management permission |

## Related articles

- [Tickets overview](https://www.agencytitan.com/help/tickets/overview/): How the Tickets inbox, ticket conversations, assignment, statuses, inboxes, routing rules, and reply templates fit together.
- [Reply to a ticket](https://www.agencytitan.com/help/tickets/reply-to-a-ticket/): Send a customer reply from the ticket composer, add recipients and attachments, use a template, or leave an internal note.
- [Assign and update a ticket](https://www.agencytitan.com/help/tickets/assign-and-update-a-ticket/): Change ticket status, priority, assignees, client, department, tags, privacy, and inbox from the ticket view.
- [Set up a ticket inbox](https://www.agencytitan.com/help/tickets/set-up-a-ticket-inbox/): Connect an email or SMS channel in ticket settings and configure visibility, defaults, inbound behavior, and outbound behavior.
- [Create reply templates](https://www.agencytitan.com/help/tickets/create-reply-templates/): Create shared ticket reply templates with formatted content and shortcodes, then insert active templates from the ticket composer.