Within Teamwork Desk, when viewing your
inboxes you will see a section called My
Tickets.
You can view your ticket section by either
selecting Tickets from the navigation
bar and choosing My Tickets from the
left hand menu.
You can also navigate to your
tickets from the profile dropdown menu and
selecting My Tickets.

This area holds all of your own
tickets,
broken down by ticket status.

There are various default ticket statuses
implemented in Desk. A section for each status
will appear in your My Tickets area as long as
you have tickets assigned to you using the
status.
- Active:
Tickets that require
action/response.
- Waiting on
customer: If you have an
ongoing ticket and are expecting a reply
from a customer after you respond, you can
mark the ticket as Waiting on
Customer.
- On hold:
This status is useful for
when you don't have an immediate solution
for the customer, or perhaps need to reach
out to a colleague for further
insight.
- Solved:
Once you are happy that the
issue(s) in a ticket have been completely
resolved, you can mark it as
solved.
- If you
have happiness emails
enabled, marking as solved
will automatically send a happiness
survey to the customer.
- Closed:
You can use the Closed
status for tickets that require no further
action. Marking a ticket as closed does
not trigger a happiness survey.
- Spam:
Teamwork Desk allows you to
set a spam threshold. If
a ticket receives a spam rating higher
than your selected threshold, it will be
marked as spam.
- You can also
manually apply the Spam
status to tickets not caught by Desk
that you consider to be spam. This
helps Desk improve its own automatic spam
filtering to treat
similar messages correctly in the
future.
- Custom
statuses: Any custom ticket
statuses will appear as
sections
in your My Tickets area when you have
tickets
assigned to you using those
statuses.
📝 In Teamwork Desk's navigation
redesign, currently in early release, the
status
groups have moved to a secondary
horizontal navigation for Starred
Inboxes, My Tickets,
Custom Views (aka smart
inboxes), Individual
inboxes, and Training
Wheels.
For more information, see: Smart Inboxes