Skip to main content

Ticket Management

This guide covers daily ticket handling workflows for agents, including viewing tickets, using My Queue, managing statuses, and performing bulk actions.

My Queue​

Overview​

My Queue (scp/my-queue.php) is your personalized ticket view powered by Algolia search. It shows tickets assigned to you, prioritized by AI urgency.

Features​

  • Real-time search — Type to filter tickets instantly
  • Faceted filtering — Filter by department, status, priority, AI urgency
  • Smart sorting — Default sort by AI urgency (highest first), then last updated
  • Instant results — No page reload required

Using My Queue​

  1. Navigate to Tickets → My Queue in the staff panel
  2. Your assigned tickets appear sorted by urgency
  3. Use the search box to filter by keyword
  4. Use sidebar facets to narrow results:
    • Department — Filter by department
    • Status — Show only open, pending, etc.
    • Priority — Filter by priority level
    • AI Urgency — Filter by CRITICAL, HIGH, MEDIUM, LOW

Viewing a Ticket​

Ticket Detail Page​

Click any ticket to open the detail view (scp/tickets.php?number=XXXXXX):

SectionContent
HeaderTicket number, subject, status badge, priority
SidebarAI fields (urgency, hours, summary), client info, assignment, custom fields
ThreadChronological messages, responses, notes, and events
ActionsReply, Note, Assign, Transfer, Close, Escalate

AI Sidebar Fields​

FieldDescription
AI UrgencyColor-coded badge: 🟢 LOW, 🟡 MEDIUM, 🟠 HIGH, 🔴 CRITICAL
Urgency %Numeric score (0–100)
Est. HoursAI-estimated effort
SummaryCollapsible ticket summary
TimelineCollapsible event timeline
Suggested TitleClick "Apply" to update ticket subject

Ticket Statuses​

StatusMeaningNext Actions
OpenNew or reopened ticketRespond, Assign, Transfer
AssignedStaff is working on itRespond, Close, Transfer
Awaiting ClientWaiting for client replyAuto-close timer starts
OverdueSLA grace period breachedRequires immediate attention
Close PendingDoc-required ticket awaiting PM reviewPM must acknowledge
ClosedResolved and completedCan be reopened
Client ClosedClient closed the ticketMay trigger doc review

Status Transitions​

Open → Assigned (staff claims/is assigned)
Assigned → Awaiting Client (staff responds, sets status)
Awaiting Client → Open (client replies → auto-reopen)
Awaiting Client → Closed (auto-close after inactivity)
Any → Close Pending (doc-required org, staff initiates close)
Close Pending → Closed (PM acknowledges documentation)
Closed → Open (client replies or staff reopens)

Assigning & Claiming Tickets​

Claiming a Ticket​

  1. Open the ticket
  2. Click Claim (self-assign)
  3. You are now the assigned agent
  4. Your "first acceptance" is tracked for metrics

Assigning to Another Agent​

  1. Open the ticket
  2. Click Assign
  3. Select a staff member from the dropdown
  4. Optionally add an internal note explaining why
  5. Click Assign to confirm

Assigning to a Team​

  1. Open the ticket
  2. Click Assign
  3. Select a team instead of individual staff
  4. All team members will see the ticket

Transferring Tickets​

Transfer moves a ticket to a different department:

  1. Open the ticket
  2. Click Transfer
  3. Select the target department
  4. Add a note explaining the transfer reason
  5. Click Transfer to confirm

The ticket's SLA may change based on the new department's configuration.

Merging Tickets​

When a client creates duplicate tickets:

  1. Open the primary ticket (the one to keep)
  2. Click Merge (or navigate to scp/merge.php)
  3. Enter the ticket number(s) to merge into this one
  4. Review the merge preview
  5. Click Merge to combine threads

After merging:

  • All thread entries from merged tickets appear in the primary ticket
  • Merged tickets are marked as merged with a link to the primary
  • Client sees a single unified thread

Bulk Actions​

From any ticket list view:

  1. Check the boxes next to multiple tickets
  2. Use the Actions dropdown at the top:
ActionDescription
CloseClose all selected tickets
AssignAssign all to a staff/team
TransferTransfer all to a department
Change StatusSet a new status
DeleteDelete selected tickets (admin only)

Searching Tickets​

Algolia Search (Global)​

The top search bar uses Algolia for instant results:

  • Search by ticket number, subject, client name, or content
  • Results update as you type
  • Click a result to open the ticket

For complex queries:

  1. Click Advanced Search link
  2. Set criteria:
    • Date range
    • Department
    • Status
    • Assignee
    • Priority
    • Keywords in subject/body
  3. Click Search
  4. Results can be exported to CSV

Custom Fields​

Tickets have custom fields visible in the sidebar:

FieldPurposeEditable
AI UrgencyAI-determined urgency levelStaff can override
Estimated HoursAI effort estimateStaff can override
Budget HoursAllocated hours from HarvestPM sets
Quoted HoursOriginally quoted to clientPM sets
Harvest Project IDLinked Harvest projectAuto-set or manual
Documentation RequiredOrg flag requiring docs before closeAdmin/PM sets
Hidden from ClientHides ticket from client viewStaff can set
Escalation LevelCurrent escalation statusSystem manages

Quick Tips​

  1. Check AI urgency first — prioritize CRITICAL and HIGH tickets
  2. Use "Suggested Title" — AI often suggests better subjects than clients write
  3. Set "Awaiting Client" — when you've responded and need their input (starts auto-close timer)
  4. Use internal notes — for team communication; clients never see type N entries
  5. Check the timeline — AI timeline gives quick overview without reading entire thread
  6. Search by number — fastest way to find a specific ticket