How do I view and open a ticket in Engage?

Learn how to navigate the ticket list and access tickets for response.

Viewing vs. Opening a Ticket

Engage allows agents to view a ticket (without taking action) or open it to start working on it.

How to View a Ticket

1. Click on the Tickets tab in the Engage navigation menu.
2. Use the filters or search bar to find specific tickets.
3. Click on a ticket to view its details, conversation history, and assigned priority.
4. The ticket will remain unassigned until an agent starts working on it.

How to Open a Ticket for Response

1. Click the Engage button to open the next priority ticket.
2. Alternatively, from the ticket list, click Work on this ticket.
3. The ticket will now be assigned to you, and the response panel will be activated.
4. Once finished, change the ticket status to Closed, Pending, or Reassigned as needed.