The ticket inbox is built to be scanned, not read. Every row carries a few signals — who it’s waiting on, which channel it arrived from, how long it’s been sitting — so you can tell what needs you in a couple of seconds without opening anything.
Two views: the dashboard and the queue
The top of AB Support toggles between Dashboard (the numbers) and Tickets (the queue you work). The two are connected: on the dashboard, clicking a metric such as Unassigned jumps straight to the Tickets list filtered to exactly those tickets — the number on the tile and the length of the list always match.
Reading a row
Each row in the queue shows, at a glance:
| Signal | What it tells you |
|---|---|
| Channel icon | Where it came from — web chat, email, web form, WhatsApp, or SMS. The channel changes how you reply (length, tone, expected speed). |
| Subject & preview | The subject plus a one-line preview of the latest message, so you can triage by what was actually said. |
| Waiting on | You (needs a person), Customer, AI, or the done state — whose court it’s in. |
| Unassigned | Stated in red when no one owns it, so it doesn’t hide as an absence. |
| Priority & count | A High/Urgent badge when set, and how many messages are in the thread. |
| Relative time | “3d ago” rather than a raw timestamp, so age carries urgency at a glance (hover for the exact time). |
Rows that need a person are weighted more heavily and resolved ones fade back, so the queue reads top-down by what matters. See How a Support Ticket Works for what happens once you open one.
Find the right tickets fast
Above the list:
- Quick filters — Mine, Unassigned, and Needs a human: the three questions agents actually ask.
- Sort — Recent activity (the default) or Oldest waiting, which floats the ticket that has gone longest without a reply to the top — how you catch one that’s slipped through.
- Search by subject or customer name.
Whenever a filter is on, the list says “Showing X of Y” with a Clear filters link, so a narrowed list never reads as lost tickets.
Saved filters
A view you use every day can be saved and reused. Set up the combination you want (quick filter + status + sort), then bookmark it with the button and give it a name. It reappears in the Saved filters picker.
Personal
Yours alone. Save it, apply it from the picker, and delete your own whenever.
🏢 Shared (desk)
Shared with everyone on the desk (say, “Escalations”). Only a desk admin can create or remove these — see roles in Settings — but everyone can apply them.
Work the queue without going back to the list
Open a ticket and you can move through the queue in place. Previous / Next step to the next ticket in your current filter (with a “4 of 17” position), so you never lose your place. Keyboard shortcuts make it faster still:
| Key | Does |
|---|---|
| j / k | Next / previous ticket |
| Enter | Open the focused ticket |
| e | Resolve / reopen (asks for a reason) |
| a | Assign to me |
| / | Jump to search |
| ? | Show the shortcut list |
Handling several at once
On a Monday backlog you can act on many tickets together. Tick the checkboxes (or the header box to take the whole current view), then Assign to me or Resolve them in one go. For one-at-a-time assignment, see Assigning Tickets.
On a phone
On a narrow screen the table becomes a stack of cards that keep the essentials — channel, who it’s waiting on, the assignee, and age — so you can triage on the go without losing the context you decide from.
The whole point of the inbox is the two-second scan: let the row signals tell you what needs you, filter to the slice you’re working, and move through it without breaking stride.