Within Teamwork Desk, you can view and manage all of your team's tickets in the main Tickets area.



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 you have access to.

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Inboxes

When you expand an individual inbox, there are various tickets statuses categorizing the associated tickets:

  • New – These are tickets that are new and haven’t been responded to yet.
  • Assigned – These are tickets that have been assigned to other users.
  • 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 did.
  • 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 spam.
  • 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.

Smart inboxes

Any smart inboxes you have created will be grouped together near the top of the left sidebar.

Beside each smart inbox name, you will see a count of the tickets based on the conditions you have set. To update the conditions of an individual smart inbox, hover over it and select the settings cog. 

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Training Wheels

If Training Wheels is enabled for your site, and you are either a reviewer or in training, you will see a Training Wheels section at the top of the Tickets sidebar.



Here, you can access tickets that need review as well as ones that have had changes requested.


Additional options

Use the Add New dropdown in the top right of the Tickets area to create new tickets or add a new smart inbox.

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Administrators will also see an option to add a new inbox.

For more information, see: Getting started