Within Teamwork Desk, you can view and manage all of your team's tickets in the main Tickets area.
📝 This page relates to the Classic Desk navigation experience. In Teamwork Desk's navigation redesign, currently in early release, smart inboxes are now called custom views.
Select the Tickets tab from the main navigation bar at the top of your site.
In the left pane you will see a list of the inboxes on your Teamwork Desk site that you have permission to access. There are also sections for Smart Inboxes, Starred Inboxes, and My Tickets.
There are various tickets statuses that you will see within these inboxes:
- New – These are tickets that
are new and haven’t been responded to
- Assigned – These are tickets
that have been assigned to other
- Waiting on customer – You’ve
done your part, now you’re waiting on
a reply from the customer. This shows
you how many tickets are currently
waiting on a reply.
- On-hold – Shows the current
number of tickets that are on hold.
You can place a ticket on hold in the
event that you need to do something
for a customer.
- Solved – These are tickets that
are marked as solved. Once a ticket
has been marked as solved, the
customer will then get a happiness
rating widget to let you know how you
- Closed – These are tickets that
are marked as closed. Sometimes a
customer may just be dropping you a
line of thanks or feedback which
doesn’t require you to do anything
(except maybe say "thanks"). There is
no need to mark these tickets as
solved, so mark them closed.
- Spam – From time to time, spam
may end up in your inbox. You don’t
need those, so do the right thing and
mark these tickets as
- Custom - If you have any custom
statuses set up, and those
statuses are currently in use on
tickets, you will also see subsections
for each of those statuses.
You can expand and shrink the left navigation pane by dragging the right side of the pane to a new position. Using the arrow at the top of the pane, you can also collapse the pane completely.
📝 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.
When viewing a list of tickets in any of the inbox subsections of the Tickets area, you can quickly preview individual tickets.
Hover over the relevant ticket and click the preview icon to the right of the ticket subject. A quick view will open on the right with the individual ticket thread.
Creating a new ticket in an inbox
You can create a new ticket directly from the Tickets area of your site. In the top right corner, click the Add New button menu and select New Ticket from the dropdown.
Alternatively, expand one of the inboxes in the left navigation pane and click the Add ticket option.
For more information, see: Creating a New Ticket or Message