Docs · topic 3 of 12 · agent
Working tickets
My wall, the ticket page, statuses, replies, and the fields that shape a note.
My wall
My wall is your own corkboard with full detail: titles, requester, everything. Notes are the tickets assigned to you; the unassigned pool sits underneath if your permissions include it. Click a note to open the ticket.
New tickets that come in while you're looking appear on their own — no refresh needed.
The ticket page
Left side: the request, who sent it (with tap-to-call phone), and the activity thread. Right side: the controls.
Quick buttons — Start (in progress), Waiting (on the requester or a part), Done, Reopen.
Edit panel — everything else:
| Field | Effect |
|---|---|
| Priority | Note color on the wall. Critical = business stopped or safety; High = someone is blocked today; Normal = this week; Low = whenever. |
| Severity | Pin color. How bad if left alone. |
| Size | Note size, 1–5. 1 = a few minutes, 2 = under an hour, 3 = a few hours, 4 = a day or two, 5 = a multi-day project. Categories set a default; bump it when you know better. |
| Category, Department, Project | Grouping. Category also drives the anonymized wall label. |
| Assigned to | Agents can take or release their own tickets; dispatchers and admins can assign to anyone. |
| Due date | Notes with a due date inside 48 hours get a marker. |
Nothing here is precious — change size and priority as you learn more. The wall is only useful if it's honest.
Replies and notes
At the bottom of the activity thread:
- Reply to requester sends an email (when outgoing mail is on) and records it on the ticket. Replies come back onto the same ticket automatically as long as the
[WW-123]tag stays in the subject. - Internal note is visible to staff only. Use it for what you tried, part numbers, who you called.
- Attach adds photos or PDFs to a note — the before/after shot, a scanned invoice. Photos that came in with the request show under the request text; photos on notes show under that note. Click one to open it full size.
Statuses
- Open — on the wall, not started.
- In progress — on the wall, someone's on it.
- Waiting — on the wall, blocked on something outside the team. If the requester replies by email, the ticket flips back to Open on its own.
- Done — off the wall. Reopen if it comes back.
Creating a ticket yourself
+ New ticket is for phone calls, walk-ups, and your own work. Requester name, email and phone are required — unless you tick My own task, which is for things nobody needs to be called back about. Pick a project to make it a project task.
The AI suggestion card
If AI intake is on, a card on the right shows what the model thinks the category, priority, severity and size should be. Apply copies them onto the ticket and leaves a note saying so; Ask again re-runs it. Treat it as a second opinion, not an order.