Within Teamwork Desk, when viewing your inboxes you will see a section called My Tickets.

This area holds all of your own active, solved, and closed tickets.

There are various ticket statuses that can be found within your inbox:

  • Waiting on customer: If you expect a response from a customer after you respond, you can mark the ticket as Waiting on Customer. This way the ticket is still active but does not remain in your active Need an answer / Mine inbox.
  • On hold: There are times when you may need to go find an answer or call on a colleague for assistance, which can take time. In this instance, you can place a ticket on hold.
  • Solved: Holds all of your own solved tickets.
  • Closed: Holds all of your own closed tickets.
For more information, see: Smart Inbox info