Note: This version of Teamwork Desk is no longer supported.
Check out our help docs for the new version of Teamwork Desk here.
Within Teamwork Desk, when viewing your inboxes you will see a section called 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
- 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
- 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 Inbox information