> ## Documentation Index
> Fetch the complete documentation index at: https://docs.forge.shieldtp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Work from My Tickets

> Use My Tickets as your daily queue and move into the right ticket workspace.

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

## 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.

## 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.

## Use a consistent ticket pass

<Steps>
  <Step title="Confirm the request">
    Read the latest customer communication and make sure the title still describes the actual problem.
  </Step>

  <Step title="Check context">
    Verify account, contact, affected system, priority, and any recent related activity.
  </Step>

  <Step title="Review the Action Plan">
    Look for unsupported assumptions, missing evidence, and steps that require customer participation or approval.
  </Step>

  <Step title="Work in Chat">
    Ask for the smallest safe next step. Use Full access only if a write is necessary.
  </Step>

  <Step title="Leave a clear state">
    Update the customer, record useful notes, set the correct PSA status, and make the next owner obvious.
  </Step>
</Steps>

<Tip>
  A good handoff says what is known, what was tried, what changed, what is blocked, and exactly who or what should act next.
</Tip>

Continue with the [ticket workspace](/helpdesk/ticket-workspace).