Have questions about how the Tickets section works? Here are answers to the most common ones.
What are the five tabs in the Tickets section and what does each one show?
The five tabs are: My Tickets (tickets assigned to you), Teams Assigned (tickets assigned to your team), Unassigned (tickets with no agent or team assigned), Archived (inactive archived tickets), and All Tickets (a full system-wide view regardless of status or assignment).
How many tickets can I have open at the same time?
You can have up to 10 tickets open simultaneously, each in its own tab. Tabs can be reordered via drag and drop and shrink automatically as you open more.
How does the customer notification work when I change a sub-status?
The customer notification (SMS or email) is sent one minute after you select a sub-status — not immediately. This delay prevents accidental selections from triggering unnecessary messages. If you change the sub-status again within that minute, only the final selection triggers the notification.
Can any agent edit ticket details or reassign tickets, or is that restricted to team leaders?
Any agent or team leader can edit ticket fields and make assignment changes — there are no role restrictions on these actions.
What happens to a ticket when it's archived?
Archived tickets move to the Archived tab and can no longer be edited, tagged, linked, or have notes added. Existing notes, tags, and linked tickets remain visible. Archiving does not affect the customer portal, and tickets can be unarchived at any time, returning to their previous status and position.
What does the ticket export include, and where is it delivered?
The export covers key fields such as ticket ID, status, creation and resolution dates, assigned agent and team, time to complete, and customer details. It is sent to your email and saved in the Notification Center. The file name reflects the tab you exported from (e.g., All-Tickets.xlsx).