Up next: the ticket to take now
Up next puts the one ticket you should take now at the top of the service desk, with your own tickets and the ones nobody has taken beside it.
On this page · 3 sections
Service desk in the left menu opens the work stream. Its Focus view leads with Up next: the ticket you should take now. Below it are your own tickets and the ones nobody has taken yet, so you never have to hunt through a queue to decide what comes first.
How Up next is chosen
Up next for you shows a ticket already assigned to you or one you are on the Team line for. When you have nothing waiting, Up next, from your team shows the ticket nobody has taken that matters most, weighing how close its service level is to running out and its priority. A ticket for a security alert carries a Security alert marker.
What you can do from it
- The main button starts the work. On a ticket already yours it reads Start, which opens the ticket and starts your timer. On a ticket from your team it reads Take it and start, which also assigns it to you.
- Open ticket opens it without changing who has it.
- Not now moves it out of Up next until tomorrow. Why? asks for a reason (Waiting on the customer, Waiting on our team, Someone else is on it, Not my area) so the next person knows.
- Undo brings back a ticket you moved by mistake.
Focus or Boards
The switch at the top shows Focus or Boards. Focus is for working one ticket at a time; Boards shows shared and private lists of tickets by queue, status or any filter. When nothing is waiting, Focus says You're all clear.