# Work the ticket queue

> Use views, filters and search to find the ticket that needs you, and create tickets by hand.

Canonical page: https://aozo.in/docs/helpdesk/work-the-ticket-queue
Last updated: 2026-11-12
Product: AOZO Helpdesk
Section: Guides

The Tickets page opens on “All unresolved”. Every view shows a count so you can see where the work is.

![The AOZO Helpdesk Tickets page with the Helpdesk tabs, ticket views, filters and the New ticket button highlighted](https://aozo.in/images/docs/hd-tickets.webp)
1. Ticket views on the left, each with a count
2. Filters for priority, agent, channel and sort order
3. New ticket
4. Helpdesk tabs along the top

## The ticket views

| View | Shows |
| --- | --- |
| All unresolved | Every ticket that still needs an answer |
| My open tickets | Tickets assigned to you |
| Unassigned | Tickets nobody owns yet |
| Overdue | Tickets past their due time |
| Urgent and high | Tickets with a high priority |
| Waiting on customer | Tickets where you are waiting for a reply |
| Resolved | Tickets you have answered |
| Closed | Tickets that are finished |
| All tickets | Everything |
| Spam | Messages you have marked as spam |

## Work through the day

1. **Start with Unassigned** Open the Unassigned view and give each ticket an owner. If nobody owns it, nobody will answer it.
   ![The list of ticket views with counts, from All unresolved to Spam](https://aozo.in/images/docs/hd-views.webp)
   - (1) The ticket views
2. **Handle Urgent and high** Open Urgent and high next, then Overdue.
3. **Filter** Use the Priority, Agent and Channel filters and the Newest first sort to narrow the list. Use the search box to find a ticket or customer.
   ![The Priority, Agent and Channel filters and the sort order](https://aozo.in/images/docs/hd-filters.webp)
   - (1) Priority, Agent, Channel and sort
4. **Reply and update** Open a ticket, reply to the customer and set the right status, for example Waiting on customer or Resolved.
5. **Close the loop** Tell the customer when it is resolved, not just when you start working on it.

## Create a ticket by hand

1. **Choose New ticket** Select the blue New ticket button, or press N.
   ![The New ticket button next to the list and grid layout toggles](https://aozo.in/images/docs/hd-new.webp)
   - (1) New ticket
2. **Describe the request** Pick the customer and write what they need.
3. **Set priority and owner** Choose a priority and assign an agent, then save.

> **Tip:** Give every ticket one owner and one request. Do not mix two problems in one ticket.