Overview:
Keep SLAs and response times on track by assigning each ticket to the correct group and agent, and updating priorities as work progresses.
Steps:
In the Tickets list, click the Action (⋮) → View on a ticket row.
From the ticket detail, use the Assign Group and Agent dropdowns to reassign if needed.
Change Priority (Low, Medium, High) via the Priority dropdown.
Update Status (Open, Pending, Closed) using the Status dropdown in the list view.
Click Save or confirm the dropdown change to apply.
Tips & Best Practices:
Use groups for broad routing (Support, Billing, Dev) and agents for individual ownership.
Keep priorities up to date to reflect current urgency.
Use status colors (green for Closed, red for Open) for at‑a‑glance dashboards.
Troubleshooting / FAQs:
Cannot change status inline: Ensure you have “Edit Tickets” permission.
Agent list empty: Add agents under Settings → Users & Roles and grant them ticket rights.
Priority not saving: Check that the ticket isn’t locked by an active workflow.