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.

New to ticket vocabulary? See Tickets overview.

Open the Tickets inbox

1. Open Tickets ( /tickets/inbox (opens in new tab) ).

2. Choose a view in the left sidebar.

   

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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.

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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