Working the ticket queue
The CSR dashboard is a list of things that need a person. Each card is one situation — a missed call, an unanswered message, a job that needs scheduling.
How a ticket gets there
The platform opens tickets on its own as it notices things. Anyone can also open one by hand with the **+ New ticket** button.
Working a ticket
- Open the card to see the customer and what happened.
- Do the actual work — call them back, reply, book the job.
- Move the card to the status that matches: waiting on us, waiting on the customer, or resolved.
Filtering the queue
The row of coloured chips above the list filters by ticket type. It shows the types that currently have open tickets, busiest first — so it doubles as a quick read on where work is piling up.
**You can pick more than one.** Click a chip to add that type, click another to add it too, and click a lit-up chip to drop it again. **All types** clears the lot. So "missed calls and jobs that need scheduling, nothing else" is two clicks.
Types with nothing open are tucked behind the **+ more** button at the end of the row.
**Assignee** works the same way. Open it and tick as many people as you like — and **Unassigned** is one of the choices, so "mine and anything nobody has picked up" is a view you can hold. **Mine** beside it is a shortcut that adds or removes you without opening the list.
Everything above the list — the tiles, the tabs and their numbers — always reflects the filters you have on, so the counts and the rows never disagree.
Sorting
On a computer, click any column heading to sort by it. Click again to reverse it, and once more to go back to the normal order.
On a phone there are no column headings, so use the **Sort** button in the filter row instead. It offers the same things — ticket type, age, priority, status, assignee, due — and tapping the one you are already sorted by reverses it.
Tickets that close themselves
If you call a customer back, the platform notices the return call and closes the missed-call ticket for you. The same goes for replies and newly scheduled jobs. You don't have to tidy up after yourself.