Triaging ungrouped tickets

Some tickets arrive with no group — nothing in your tenant's routing rules matched them. This guide covers finding and triaging them; see Working tickets for everything else you can do with a ticket once it has a group.

Needs TriageCopy Anchor Link

Needs Triage is the default view for ungrouped tickets. You only see it if you have access to Ungrouped — admins always do. If you don't have that access, ungrouped tickets never appear in any of your views. See Roles and groups for how access is granted.

Triaging a ticketCopy Anchor Link

Open an ungrouped ticket and use the triage bar at the top:

1. Choose a Group — required. Only active groups can be chosen.
2. Optionally choose an Owner — the list only offers people who can edit the group you picked.
3. Optionally set a Priority and Tags.
4. Select Assign.

Choosing a group and assigning is at most three actions. Keyboard shortcuts speed this up further:

After you assignCopy Anchor Link

The ticket leaves Needs Triage right away. It appears in the destination group's Unassigned & Open view, or in the owner's My Tickets if you set one, and the group's staff get a notification. See Views and notifications for how views and notifications work.

If you don't have access to the group you just assigned, the ticket screen closes and the ticket disappears from your own lists — it's still been triaged, just out of your view.

If triage doesn't go throughCopy Anchor Link

• "Someone else already triaged this ticket." — another user assigned it first. The ticket updates to show where it went if you can see that group; otherwise it leaves your lists.
• An inactive group can't be chosen as a destination.
• An owner who doesn't have edit access to the group you picked is refused — pick a different owner or leave it unassigned.