The ticket inbox

Service desk > Tickets opens the inbox: a split view with the ticket list on the left and the open ticket on the right. Opening a ticket keeps the list in place, so you can move from one ticket to the next without losing your spot. Each ticket also has its own address (/tickets/<id>), so you can share a link to it.

The list updates live. New tickets, replies and changes made by colleagues appear without reloading, and the counts in the sidebar always match the lists they open. When you close, resolve, reassign or move the ticket you have open, it leaves the list at once: the ticket stays in the pane with a line saying what took it out (for example "Closed, no longer in All open"), and j and k carry on from where it was.

Built-in views#

The sidebar has a view for each common question, with a live count. A view shows in the sidebar while it has tickets in it, so a quiet desk has a short sidebar. Click the view's name at the top of the list to open the view picker, which holds every view, including the ones not in the sidebar right now:

Your follow-ups on tickets and other records are in Home > Reminders. Tickets and other records you mark with the star show under Favourites at the top of the sidebar.

Under Queues each queue (for example Service desk, Projects and Alerts) has its own view of the open tickets in it, with a count. A queue with tickets has an arrow that opens it to its statuses, each with its own count, then Requester replied and Waiting when they have tickets. A status with nothing in it is hidden. Which queues you keep open follows you to any browser, and so does Show only the queues I am in, the switch beside the heading that hides the rest. Queues are set up in Settings > Ticket setup (see Ticket setup and SLAs).

Below the queues, the sidebar carries the rest of the service desk: Service requests and Information requests under Requests, Chat under Conversations, Major incidents, Problems, Changes and Status pages under Service management, and Time. Each group folds away.

Every view follows the All customers switcher at the top of the page. Choose a customer there and the counts and lists narrow to that customer.

Reading the list#

Each row shows the priority, the ticket number and customer, how long ago it last changed, the subject and the start of the latest message. Along the bottom are the SLA due time (or how overdue it is), the status and the assignee, and chips for anything special: Escalated, a needed by day such as Needed Tue, a snooze time, Resolves or Closes with the date it will happen by itself, or a draft you started.

Unread tickets#

Tickets with something new since you last looked are in bold with a dot, and open at a New divider above the first message you have not seen. Your own changes count as read. Press u to mark a ticket unread (or read again), and Mark all as read at the top of the list to clear everything the view holds, however long it is. Each view's count can show how many are unread.

Teams and automatic assignment#

Each queue has members: people and staff teams (see Teams, invitations and handover). Members see the queue's tickets in My queues, and the assignee picker lists the queue's members first, with Show everyone for the rest.

A queue can assign new tickets by itself. In Settings > Ticket setup, on the Queues tab, open the queue, press Edit on its Automatic assignment card and pick Assign new tickets automatically:

• Round robin: taking turns among the members,
• Fewest open tickets: whoever has least on,
• By skill: members with the skills the ticket needs, then the fewest open tickets.

Only members who are working now count, by their working pattern, leave, public holidays and out of office, and only while they are under Open tickets per person at most. When nobody fits, the ticket waits unassigned and the Queue lead is told. The ticket's activity says why it was assigned, such as "Assigned to Sam by round robin in Service desk". A ticket type can assign its own way.

Two more choices live on the Workflow tab of Settings > Ticket setup: The first public reply takes an unassigned ticket, and Reassign when the assignee is away, which hands a ticket to someone working now when the customer replies while its assignee is on leave or out of office.

To share a ticket, add a second technician under Also working on it in its details panel. They see it in My open tickets under Helping and get the same notifications as the assignee.

Triage#

Mail from someone Tenvara does not know waits in No customer (triage), with a live count. Open the ticket and use the Triage block in the details panel:

• Add as contact: their name and email filled in, the customer chosen, portal access if you like. Their ticket is placed with that customer.
• Place with a customer: file the ticket without adding them. Tick Also match @domain to this customer from now on to have future mail from their domain placed by itself, and place their other tickets too.
• Not a ticket: puts it in the recycle bin without blocking the sender.
• Block sender: marks it as spam, so their mail is dropped from now on.

Free mail domains, such as Gmail, are never matched to a customer.

Search#

Press / or click Search tickets and type. Search matches ticket numbers, subjects and content within the current view.

Filters#

1. Press Filter next to the search box.
2. Choose what to filter by: Status, Assignee, Priority, Queue, Type, Category, Customer, Source, SLA, Tag, VIP or critical, Customer reference or Onsite visit needed. Customer offers No customer at the top.
3. Pick one or more values. The filter shows as a chip above the list; add more filters to narrow further, or remove a chip to clear it.

The calendar button next to Filter picks tickets by when they were created, updated or resolved, between two dates. The links under a ticket's requester and devices, such as All of Jamie's tickets, open the inbox filtered to that person or device, shown as a chip you clear like any other.

Source is how the ticket arrived: Email, Portal, Chat, Phone, Staff, Alert, Accepted quote or Automation. SLA picks tickets by the state of their SLA: Breached, At risk, On track, Paused, Met or No SLA.

Sorting#

Press Sort at the top of the list and choose what to sort by: Last activity (the default), Created, SLA due, Priority, Number, Status, Customer, Assignee, Subject, Updated, Needed by, Customer reference or Onsite visit needed, then Newest first or Oldest first.

Tip: Sort by SLA due at the start of the day to work through tickets in the order their targets run out.

Saved views#

When you have a combination of filters, search and sort you use often, save it:

1. Set up the list the way you want it.
2. Press Saved views (the bookmark) at the top of the list and choose Save as a new view....
3. Enter a Name.
4. Turn on Share with the team if everyone should see it in their sidebar. Only you can change a shared view.
5. Press Save view.

Saved views appear alongside the built-in views. Export at the top of the list downloads the view as CSV. Saved views, columns and exports work the same way across Tenvara: see Lists, views and records.

Working in bulk#

Select tickets with their check boxes, with x on the highlighted ticket, or with shift-click or Shift+x to select a range. A bar appears above the list:

• Assign the selected tickets to someone.
• Change their Status or Priority.
• The More actions menu has Move to a queue, Change type, Change category, Snooze..., Escalate..., Mark as read, Merge into one, Group under a parent, Link to a problem, Mark as spam and Delete.

Merge into one combines the selected tickets. They must all belong to the same customer. Resolving several tickets at once asks for the resolution details once for all of them when your settings need them. Press the cross on the bar, or Esc, to clear the selection.

Working from the keyboard#

The inbox is built to be used without the mouse. Press ? at any time to see every shortcut.

In the reply box, Cmd+Enter (or Ctrl+Enter) sends, Cmd+Shift+Enter sends and resolves, and Cmd+/ inserts a canned response. Esc leaves the reply box and keeps your draft.

Time and billing links#

Time, at the bottom of the Service desk sidebar, opens everyone's time, with My time for yours. Contracts are in Sales and billing > Contracts. See Logging time and Contracts and invoicing.