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My Tickets is the focused starting point for ticket work assigned to you. Use Tickets when you need the broader triage and discovery view.

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Start your queue

  1. Open My Tickets from the shortcuts area.
  2. Review urgency, status, account, age, and any visible automation state.
  3. Open the ticket that has the highest operational priority—not simply the newest update.
  4. Confirm the source PSA status and assignment before changing it.

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Read the automation state

A ticket may be:
  • waiting for a person;
  • claimed or scheduled for AI Engineer;
  • awaiting approval;
  • in progress;
  • completed by AI;
  • handed off because a person is needed;
  • failed and ready for review.
If AI Engineer owns the ticket, open its run before duplicating work. When ownership returns to a person, read the handoff reason and the work already completed.

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Use a consistent ticket pass

1

Confirm the request

Read the latest customer communication and make sure the title still describes the actual problem.
2

Check context

Verify account, contact, affected system, priority, and any recent related activity.
3

Review the Action Plan

Look for unsupported assumptions, missing evidence, and steps that require customer participation or approval.
4

Work in Chat

Ask for the smallest safe next step. Use Full access only if a write is necessary.
5

Leave a clear state

Update the customer, record useful notes, set the correct PSA status, and make the next owner obvious.
A good handoff says what is known, what was tried, what changed, what is blocked, and exactly who or what should act next.
Continue with the ticket workspace.