Working tickets: getting started

The All Tickets page lists every ticket in your workspace except spam and muted tickets. Use it to find work, then open a ticket to read the conversation, set its properties, and reply. Spam and muted tickets have their own Spam and Muted pages in the navigation when there are any. Your unsent drafts sit behind the Drafts button at the top of the list.

Find a ticket

At the top of the list you have:

• Search — type in Search tickets... to match across tickets. Results update as you type.
• Filters — narrow the list with the All statuses, All priorities, All categories, and All agents dropdowns. Pick Unassigned in All agents to find tickets nobody owns. Once a filter or search is active, click Clear to reset the list.
• Sort — click the #, Customer, Status, or Date column headers to sort. Click again to reverse.

Each row shows the ticket number, an unread dot, the customer, who it's assigned to, the subject, a status badge, and the date. The subject carries badges for Urgent and High priority, the category and tags, followed by a preview of the message. When there is more than one page, move between them with Previous and Next.

Open and read a ticket

Click any row. On a computer, the ticket opens with the conversation on the left and a details sidebar on the right. On a phone, tap Details to open the ticket's properties.

In the conversation, each message is labelled with who sent it: the customer's name, Agent, or AI with a purple AI badge. Internal notes are labelled Internal Note and have a yellow background. Quoted text and signatures collapse so the thread stays readable.

Set the ticket's properties

In the sidebar's properties panel you can change:

• Status — In Progress, Pending, On Hold, or Resolved. LittleDesk sets New, Processing, and Awaiting Approval itself. Closing a ticket is a separate step, below.
• Assigned To — pick an agent, or set Unassigned.
• Team — route it to a team, or No team. Changing the team also changes the assignee to whoever that team's assignment setting picks, which may be nobody.
• Priority — Urgent, High, Medium, Low.
• Category, subcategory, and Tags.

Channel is shown but read-only. It reflects where the ticket came from.

To close a resolved ticket, open the ⋯ menu in the ticket header and choose Close ticket. To bring a resolved or closed ticket back, click Reopen.

ℹ️ Collaborators can read tickets and add internal notes, but can't change these properties.

Watch the clock

If an SLA applies, the sidebar's SLA panel shows your First response and Resolution timers. Each shows the time left. The timer is green while you're on track, turns yellow and then light red as the deadline gets close, and turns solid red once it has passed. A target you've already hit shows Met.

Next steps

• Filter, sort, and manage tickets — including the sidebar widgets, watching, splitting, and spam.
• Reply to the customer — replies vs internal notes.
• Triage from the inbox — the prioritized landing view.