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Organizing Tickets

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Keep your ticket queue organized with labels, saved views, and workflows.

Label Strategy

Create a Label Taxonomy

Design labels before you need them:

By Category:

  • Billing
  • Technical
  • Sales
  • General

By Product/Service:

  • Product A
  • Product B
  • Service X

By Urgency:

  • VIP
  • Urgent
  • Low Priority

Label Naming Conventions

  • Use singular nouns: “Bug” not “Bugs”
  • Be specific: “Payment Failed” not “Problem”
  • Keep names short for easy scanning

Saved Views

Essential Views to Create

  1. My Open Tickets

    • Assignee: me
    • Status: open

  2. Unassigned

    • Assignee: none
    • Status: open

  3. Awaiting Customer

    • Status: pending

  4. VIP Support

    • Label: VIP
    • Status: open, pending

  5. This Week’s Resolved

    • Status: resolved
    • Updated: last 7 days

Creating a Saved View

  1. Go to the ticket list
  2. Apply your desired filters
  3. Click Save View
  4. Name the view
  5. Choose visibility (personal or team)
  6. Click Save

Views appear in the sidebar for quick access.

Queue Management

Triage Workflow

Process new tickets efficiently:

  1. Review unassigned queue each morning
  2. Assign tickets to appropriate team members
  3. Label tickets for categorization
  4. Prioritize urgent issues
  5. Respond to quick wins immediately

Response Time Goals

Set internal goals:

PriorityFirst ResponseResolution
Urgent1 hour4 hours
High4 hours1 day
Normal1 day3 days
Low3 days1 week

End-of-Day Review

Before signing off:

  1. Check for pending urgent tickets
  2. Update status on in-progress work
  3. Log any unlogged time
  4. Flag items for tomorrow

Team Workflow

Assignment Strategies

Round-robin: Distribute evenly across team

  • Good for: General support queues
  • Consider: Using automation when available

Skill-based: Route to specialists

  • Good for: Technical vs billing vs sales
  • Consider: Using labels to identify type

Account-based: Same agent for same company

  • Good for: VIP or enterprise accounts
  • Consider: Primary/backup assignments

Handoffs

When transferring tickets:

  1. Add an internal note with context
  2. Assign to the new owner
  3. Notify them directly if urgent
  4. Update any relevant labels

Cleanup Routines

Weekly

  • Close resolved tickets older than 7 days
  • Review and merge duplicate tickets
  • Archive old unneeded labels

Monthly

  • Review label usage—remove unused ones
  • Check for stale pending tickets
  • Analyze ticket patterns for process improvements

Quarterly

  • Review saved views—are they still useful?
  • Update team assignment strategies
  • Audit contact and company data

Bulk Operations

Mass Updates

  1. Go to ticket list
  2. Select multiple tickets (checkbox)
  3. Choose action from toolbar:
    • Assign
    • Add/remove labels
    • Change status
    • Change priority

Example: End-of-Week Cleanup

  1. Filter: Status = Resolved, Updated > 7 days ago
  2. Select all
  3. Click Close Selected
  4. Confirm the bulk close

Automation (Coming Soon)

Future automation options:

  • Auto-assign based on sender domain
  • Auto-label based on keywords
  • Auto-close after inactivity period
  • Escalate when SLA breaches

Next Steps