Product / Knowledge Base / 4. Ticket Queues

4. Ticket Queues

User & Administration Guide — Version 1.0.16.0

Guide summary

Agents work incidents, service requests, problems, and changes from dedicated queues and the All Tickets register.

On this page

Incidents queue
Incidents — priority, status, and SLA columns with Report Incident action.
Ticket detail view
Ticket detail — conversation thread, properties, and internal notes.

4.1 Queue types

  • Incidents — unplanned interruptions or outages.
  • Service Requests — standard fulfillment requests.
  • Problems — root-cause analysis linked to incidents.
  • Change Requests — planned changes with approval workflows.

4.2 SLA and assignment

SLA Policies define response and resolution targets. The SLA Breached view highlights overdue tickets. Assignment Rules and Escalation Matrices automate routing.

SLA Breached queue
SLA Breached — tickets that missed response or resolution targets.

4.3 Archived tickets

Closed tickets archive automatically after the retention period configured under Settings → Archive Tickets.

Archived Tickets list
Archived Tickets — read-only history for compliance and reference.