Understanding My Tickets Page
This is the screen where all tickets land up whether created from Use cases designed in Virtual Agents or created by Support Teams. This has 4 tabs that help a support agent to see tickets. Below is a quick know-how of those 4 tabs:
My Queues – Assigned: This has the tickets that are assigned to the logged-in support user for the queue (s) they are a member of. The logged-in user can be a part of a single support queue or multiple support Queues and will see all tickets assigned to them.
My Queues – Unassigned: This has the tickets that are not assigned to any member of the queues for which the logged-in support user is a member of. The logged-in user can be a part of a single support queue or multiple support Queues and will see all tickets not assigned to any member of those queue(s).
Submitted by me: This is available to end-users as the Self Service portal and includes the ticket that is created by them. These also include tickets created by Support teams for themselves or an end-user (applicable for support user only)
My Queues – All: This has all tickets in all states assigned to the queues that the logged-in support user is a member of. This includes all tickets that are in My Queues – Assigned and My Queues – Unassigned including all closed tickets.