> ## Documentation Index
> Fetch the complete documentation index at: https://hc.saas-manager.biz.nuro.jp/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket list and details

> How to use the My Work, Team, and Management views and how to operate the ticket detail panel.

The **Tickets** screen lists all inquiry sessions and lets you respond, close, reassign, and perform other actions.

## Three views

The Tickets screen has three views for different roles.

| View           | Shows                                                             | Roles           |
| -------------- | ----------------------------------------------------------------- | --------------- |
| **My Work**    | Sessions assigned to you and sessions where you are a participant | Operator, Admin |
| **Team**       | All operator sessions and unassigned sessions                     | Operator, Admin |
| **Management** | All sessions in the organization                                  | Admin only      |

<Note>
  The **My Work** view is displayed by default after login.
</Note>

### My Work view

This view shows the sessions you are responsible for. Four summary cards appear at the top.

| Card        | Content                            |
| ----------- | ---------------------------------- |
| Open        | Number of sessions awaiting action |
| In Progress | Number of sessions in progress     |
| Resolved    | Number of resolved sessions        |
| All         | Total of the three above           |

Each row shows key information: ticket number / title / status / requester / message count / last updated time. Use the "..." menu at the right end of a row to perform the following actions.

| Action           | Description                                                         |
| ---------------- | ------------------------------------------------------------------- |
| **View Details** | Open the ticket detail panel                                        |
| **Claim**        | Assign an unassigned ticket to yourself                             |
| **Escalate**     | Escalate to another operator                                        |
| **Assign to AI** | Hand the session back to the AI agent (human-assigned tickets only) |
| **Close Ticket** | Close the session                                                   |

<img src="https://mintcdn.com/admina-sbn/P0Z2ZjMpBdMu1zTW/images/ai-helpdesk/operations/tickets/my-work.png?fit=max&auto=format&n=P0Z2ZjMpBdMu1zTW&q=85&s=20fb625ca448005e1b0a855b55b6f765" alt="My Work view screenshot" width="2880" height="1800" data-path="images/ai-helpdesk/operations/tickets/my-work.png" />

### Team view

Use this view to pick up unassigned sessions or to get an overview of all operator sessions.

<img src="https://mintcdn.com/admina-sbn/P0Z2ZjMpBdMu1zTW/images/ai-helpdesk/operations/tickets/team.png?fit=max&auto=format&n=P0Z2ZjMpBdMu1zTW&q=85&s=5a70092346f944d4b987b2e8a718ca5f" alt="Team view screenshot" width="2880" height="1800" data-path="images/ai-helpdesk/operations/tickets/team.png" />

Click **Claim** on an unassigned session row to take ownership.

### Management view

This view is available to Admins only. It shows all sessions in the organization with filtering and search. Use it for operational oversight and auditing.

<img src="https://mintcdn.com/admina-sbn/P0Z2ZjMpBdMu1zTW/images/ai-helpdesk/operations/tickets/management.png?fit=max&auto=format&n=P0Z2ZjMpBdMu1zTW&q=85&s=21c8663a47815b11c2543b12b3f51ad8" alt="Management view screenshot" width="2880" height="1800" data-path="images/ai-helpdesk/operations/tickets/management.png" />

## Ticket detail panel

Click any row or select "View Details" to open the ticket detail panel on the right side of the screen.

### Information displayed

| Field         | Content                                           |
| ------------- | ------------------------------------------------- |
| Title         | Session subject (auto-generated by the AI)        |
| Channel       | Name or ID of the originating channel             |
| Requester     | User who submitted the inquiry                    |
| Status        | Open / In Progress / Resolved                     |
| Assignee      | AI / operator name / Unassigned                   |
| Message count | Number of messages in the session                 |
| Created       | Date and time the session was started             |
| Last updated  | Date and time of the last message                 |
| Resolved at   | Date and time the session was closed (if closed)  |
| Escalated at  | Date and time escalation occurred (if applicable) |

### Open in Slack

If the session was created via Slack, you can open the original thread in the Slack app or browser directly from the detail panel.

<Info>
  Opening in the Slack app requires the Slack desktop app to be installed.
</Info>

## Filters and search

The ticket list supports the following filters.

| Filter       | Options                                                     |
| ------------ | ----------------------------------------------------------- |
| Status       | All / Open / In Progress / Resolved                         |
| Date range   | Last 7 days / 30 days / 90 days / Billing period / All time |
| Session type | All Types / AI / Manual                                     |

The text search filters by title or requester name.

## Confirmation dialogs

Actions such as close, escalate, and return to AI show a confirmation dialog. Review the details before proceeding.

<Warning>
  A closed session cannot be reopened. Make sure the issue is fully resolved before closing.
</Warning>