Understanding My Tickets Page

My Tickets

This is the screen where all tickets land up whether created from Use cases designed in Virtual Agents or created by Support Teams. This has 4 tabs that help a support agent to see tickets. Below is a quick know-how of those 4 tabs: 

My Queues – Assigned: This has the tickets that are assigned to the logged-in support user for the queue (s) they are a member of. The logged-in user can be a part of a single support queue or multiple support Queues and will see all tickets assigned to them. 

My Queues – Unassigned: This has the tickets that are not assigned to any member of the queues for which the logged-in support user is a member of. The logged-in user can be a part of a single support queue or multiple support Queues and will see all tickets not assigned to any member of those queue(s). 

Submitted by me: This is available to end-users as the Self Service portal and includes the ticket that is created by them. These also include tickets created by Support teams for themselves or an end-user (applicable for support user only) 

My Queues – All: This has all tickets in all states assigned to the queues that the logged-in support user is a member of. This includes all tickets that are in My Queues – Assigned and My Queues – Unassigned including all closed tickets.