IN BRIEF

Open Tickets and use the status, group, or SLA controls to narrow the queue. Select a ticket to view its available ticket and customer information.

Before you begin

Your workspace must have tickets and your role must allow Tickets access. An empty queue is normal before the first ticket is created.

Find tickets and understand queue status — controls in the SentroDesk platform
Example workspace. Your data and controls may differ. Select the screenshot to enlarge.

Step by step

  1. Open Tickets. Select a ticket from the left-hand queue to load the ticket and visitor details.
  2. Use the Status and Groups controls to organize the queue, and SLA BREACH to focus on requests outside the configured target.
  3. In Analytics → Tickets, review Open, Pending, On hold, and Resolved counts. The reporting view defines active tickets as those that are not resolved.
  4. When investigating a request, check its linked conversation and customer context rather than relying on a queue count alone.

What to check

You can locate the correct ticket and distinguish an empty filtered view from an empty workspace.

Need to troubleshoot?

The screen says no tickets yet

Create a ticket from the relevant conversation when follow-up is needed. Do not create a dummy ticket for a real customer.

A ticket looks missing

Check the active workspace, queue filters, and selected reporting date range. Populated ticket-detail actions can vary by deployment and role.