View and manage support tickets in the Service Inbox
Tickets moved into the Service hub
Support tickets now live in the Service hub, under the Inboxsection. The old /ticketsURL redirects there automatically. For the full three-pane Inbox workflow — queue rail, in-place conversation thread, SLA timers, and the customer context panel — see Triaging Tickets in the Inbox. This page covers the fundamentals that still apply.
The Ticket Queue
The Service Inbox provides a centralized view of all support tickets in your CRM.
The Service Inbox displays your support tickets in a queue list. Each row shows key details at a glance so you can quickly triage, prioritize, and act on incoming requests. Tickets are sorted by creation date (newest first) by default, and selecting one opens it in place in the center pane.
Columns
Information displayed for each ticket in the list.
List Columns
Ticket Number — A unique auto-generated identifier for each ticket (e.g., TKT-1042).
Subject — A brief summary of the issue or request.
Status — A badge indicating the current state of the ticket.
Priority — A badge indicating how urgently the ticket needs attention.
Assigned To — The team member responsible for handling the ticket.
Contact — The person or company that submitted or is associated with the ticket.
SLA — A countdown chip showing the response or resolution target and whether it is at risk or breached.
Updated — When the ticket last changed.
Ticket Statuses
Each ticket moves through a series of statuses as it is worked on.
Status Badges
Open— The ticket has been created and is awaiting a first response. This is the default status for new tickets.
In progress— A team member is actively working on the ticket.
Waiting on customer— You have replied and are waiting for the customer to respond.
Waiting on internal— Progress is blocked on another team or an internal dependency.
Resolved— The issue has been addressed and a solution has been provided. A CSAT survey can fire automatically at this point.
Closed— The ticket is finalized and no further action is needed.
Priority Levels
Priority badges help you triage tickets by urgency.
Priority Badges
Low— Non-urgent issues that can be addressed when time permits.
Medium— Standard priority for typical support requests.
High— Important issues that should be addressed promptly.
Narrow down the ticket list to find what you need.
Available Filters
Search — Free-text search across ticket number, subject, and contact name.
Status — Filter by Open, In progress, Waiting on customer, Waiting on internal, Resolved, or Closed.
Priority — Filter by Low, Medium, High, or Urgent.
Assigned To — Filter by the team member assigned to the ticket.
Queue & saved views — Switch between shared queues and your own saved views from the queue rail.
Combine filters for triage
Use multiple filters together to create focused views. For example, filter by Status = Open and Priority = Urgent to see all critical tickets that need immediate attention, then further narrow by Assigned To to see your own queue.
Sorting
Change the order of tickets in the list.
Click any sortable column header to sort the list. Click again to toggle between ascending and descending order. You can sort by ticket number, subject, status, priority, assigned user, or created date. The default sort is by created date, newest first.