The ticket queue¶

The queue is where you'll spend most of your day. This article covers the parts that aren't obvious.

Views¶

The view selector at the top of the queue switches what you see:

My Tickets — assigned to you. The default.
All — every open ticket in your district.
Unassigned — tickets not yet routed to a tech.
Watching — tickets you've added yourself as a watcher on. New as of April 2026 — useful for "I'm not the lead but I want updates."

The stat cards above the queue (Assigned to Me, Urgent, SLA Breached, Watching, Unassigned) all act as one-click filters.

Filtering¶

The toolbar above the queue lets you filter by status, school, priority, tag, and free-text search. Search matches ticket number, subject, description, and submitter name. You don't need to type the TKT- prefix.

Click any submitter name or assigned-tech name in a row to instantly filter to just their tickets. A "Filtering by…" chip appears at the top with a Clear link.

Sorting¶

Click any column header to sort. Click again to reverse. Sort by SLA when you want to see what's about to breach next.

Page size¶

Bottom right of the queue: Show 25 / 50 / 100 tickets per page. New as of April 2026.

Bulk actions¶

Select multiple tickets with the row checkboxes (or shift-click to select a range), and the action bar appears at the bottom of the queue:

Close Selected (Silent) — closes every selected ticket without sending email. Useful for spam, duplicates, or end-of-year cleanup.
Reassign Selected — pick a different tech for the whole batch.
Merge Selected into existing… — for "500 wifi tickets hit at once" scenarios. Pick a target ticket number; all selected tickets merge into it as internal notes.
Merge Selected into new ticket… — same idea, but creates a new canonical incident ticket. Auto-inherits max priority, common school, and an auto-generated description.

Single-ticket close still notifies the requester by default — only bulk close is silent. If you want a single ticket to close without notification, use the "Close silently" option in the per-ticket close dropdown.

Saved filters¶

Built a filter combination you use every day? Click Save filter in the toolbar. Saved filters appear in your sidebar one click away. Personal to you — other techs don't see yours.

Keyboard shortcuts¶

In the queue:

j / k — next / previous ticket
Enter — open the highlighted ticket
/ — focus the search box
? — show the full shortcut help

In a ticket:

r — reply (public)
n — internal note
Cmd+Enter (or Ctrl+Enter) — send the current draft

The queue refreshes itself every 30 seconds, but pauses when you're actively interacting (typing, scrolling, focused on a control) so it doesn't yank the page out from under you.

When you're inside a single ticket, the page polls every 20 seconds for changes. If another tech updates the ticket while you're looking at it, a yellow banner appears at the top with Reload and Load inline (keep my draft) options. The presence pill below the header tells you when someone else is also looking at the ticket — handy for "is Drew already on this?"