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
- 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
- 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
- Solved: Once you are happy that the
issue(s) in a ticket have been completely
resolved, you can mark it as
- 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
In addition, any custom ticket statuses will appear as sections in your My Tickets area when you have tickets assigned to you using those statuses.
For more information, see: Smart Inboxes