OverviewWho sees what in ClosureOpen a ticketTrack your ticketsApprove or reject the solutionWork the InboxManage tickets on the boardWork inside the ticketPut on hold and log follow-upsComplete with a solutionTriage tickets with AIConvert a ticket to ForgeLink inventory assetsCategories, fields, and SLATrack the support metricsShortcuts and quick searchTroubleshooting
TASKGuide

Work the Inbox

The Inbox is the technician's home page: your indicators for the week and three queues — what's on hold with you, your active queue, and what still needs an assignee.

The three queues

QueueWhat it gathers
Em espera com você (On hold with you)Your Em espera (On hold) tickets, ordered from oldest contact to newest — whichever has gone longest without a follow-up appears first.
Sua fila (Your queue)Your Pendente (Pending) and Em progresso (In progress) tickets.
Sem responsável (No assignee)The team's open tickets with no technician assigned, waiting for triage.
The Closure Inbox with the weekly indicators and the Em espera com você, Sua fila, and Sem responsável sections.
The Closure `Inbox`.

Start the day in the Inbox

  1. 1

    Open `Inbox` in the Closure sidebar.

    The Resolvidos esta semana (Resolved this week) and Avaliações por semana (Ratings per week) cards show your closing pace and the requesters' average rating over the last 12 weeks.

  2. 2

    Distribute what's under `Sem responsável`.

    Open each ticket and assign a technician in the Técnicos (Technicians) field — or use Atribuir a mim (Assign to me) in the quick search (Cmd+K). A ticket with no assignee is work at a standstill.

  3. 3

    Log contacts under `Em espera com você`.

    Each row has a Registrar follow-up (Log follow-up) button. Note the contact you made and send it with ⌘↵.

    result
    Toast "Follow-up registrado" (Follow-up logged). The ticket moves down the queue, and the row shows the total follow-ups and how long ago the last one was.
  4. 4

    Advance `Sua fila`.

    Open each ticket and work on it. The panel opens on top of the Inbox, and the [ and ] keys take you to the previous and next ticket without closing the panel.

Supervisors: follow another technician

Supervisors get the Selecione um técnico (Select a technician) picker at the top of the Inbox to see any technician's queues and indicators — and act on their behalf. Mind the page's notice: "As ações que você executar serão registradas em seu nome." (Actions you take are recorded under your name.)

Next

Put on hold and log follow-upsManage tickets on the boardWork inside the ticket