Requests: tickets

Open Requests → Tickets (/app/requests/tickets). This is your support desk: every ticket your team made from the Inbox with Make support ticket, or that a message, comment, mention or review opened by itself when Settings > Support allows it (see Support: how messages become tickets), every ticket a bot opened, and the ones your team added.

Queues

The row of queues at the top, each with its count:

• New — open tickets nobody has answered yet.
• Mine — open tickets assigned to you.
• Unassigned — open tickets assigned to nobody.
• Overdue — open tickets past their first-reply time or their resolve time (the count turns red).
• Waiting on customer — tickets you are waiting on the customer for. They close by themselves after the days set in Settings > Support.
• Resolved — resolved and closed tickets.
• All open — everything still open (the default).

Filters

Search by reference (for example SUP-2026-001234), ticket number, name, phone or words, then narrow with All channels, All categories, Any sentiment, Any response time (Due within an hour, Past the response time, Answered) and All priorities.

Each row shows the reference, a one-line summary of what the customer wants, the customer, the channel, where it came from (Direct message, Public comment, Mention, Review), the category, who it is assigned to, the response time (Reply due in 25 minutes, Overdue by 2 hours or Answered), the sentiment, the priority and the status. Press a row to open the ticket (see Support: working a ticket). When a queue has more tickets than one page holds, the line above the list says Showing … of …; press Load more under the list for the next ones. Select all ticks the tickets loaded so far.

Change many tickets at once

1. Tick the tickets (or Select all).
2. In the bar that appears, choose Assign to…, Change status… or Change priority…, or type a tag and press Add tag.
3. Each ticket is changed and recorded as if you had changed it alone; the message says how many were changed and why any could not be.

Add a ticket by hand

Press Add ticket. The box Add a ticket asks for Subject (required), Details, Category and Priority. Under Who it is for (optional), search Search your contacts by name or phone and press Choose next to the person, so the ticket is linked to their contact and their latest chat (Change picks someone else); or type Name and Phone under Or type their name and phone number:. Press Add ticket to save it, or Cancel to close the box. It gets a reference like every other ticket.

Owners and Admins see Support settings next to Add ticket: it opens Support settings.

When the list is empty

• A workspace with no tickets yet sees No tickets yet: tickets come from Make support ticket in the Inbox, from your bots, or you add one by hand. Press Add ticket to add one, or Open the Inbox to make one from a conversation.
• A workspace that has tickets, but none in the queue or filters you picked, sees No tickets match or No open tickets. Pick another queue (for example Resolved) or clear the filters.

Category names

Lists, the ticket and its timeline always say the category's name, for example "set the category to Service and staff", never an internal key. Rename categories in Settings > Support.