Working with tickets

I can't find a ticket

Updated

I can't find a ticket

A ticket you know exists isn't in your inbox. It's almost never gone: it's usually hidden by a filter or a saved view, further down a long list, on a desk you can't see, merged, or in Trash. Work down this list.

1. Jump to it by number

If you have the ticket number (from an email, the customer or a colleague), press Ctrl + K (Cmd + K on a Mac) and type it: 1053, #1053 or HD-1053 all work. Go to ticket appears at the top; press Enter.

No number? Type the customer's name, email address or company into the command palette instead. It searches contacts, companies and tickets together.

2. Check the inbox filters and view

The inbox starts on Active, which hides closed tickets. If the ticket was closed (by a colleague, an automation, or because it was resolved), it's under Done or All.

Also check:

  • whether a saved view is open. A bar across the top of the inbox names the view and what it filters on. If you've made a view your default, the inbox opens on it every time. Click Show everything to see the full inbox;
  • the desk filter at the top;
  • any filter chips under the search box (click Clear all);
  • leftover text in the search box.

3. Load more of the list

Long inbox lists load in pages. If the ticket is older, scroll to the bottom and click Load more tickets. The count on Export CSV shows a + (for example Export CSV (50+)) while there are more tickets to load.

With some filter combinations you'll see an amber banner instead: Showing the first N matching tickets. Refine filters to narrow the result set. Narrow the filters (one desk, a status, or click the contact) and search again. See Your inbox: filters, views, and search.

You can also open the customer's contact or company page: its Tickets tab lists every ticket from that person or company.

4. Is it on a desk you're not a member of?

You only see tickets on help desks you're a member of. If the ticket arrived on another desk (for example, the customer wrote to a different support address), it won't be in your inbox or your searches. Ask a manager of that desk to add you (Settings → Help Desks → desk → Members), or ask someone on the desk to look.

If the customer emailed two of your desks at once (for example To one address and CC another), IntelliDesk keeps one ticket, on the desk the email was sent To, so it may not be on the desk you expected.

5. Was it merged?

When a ticket is merged, it's closed and locked, with a link to the ticket it was merged into. Its messages now live on that other ticket. Open the merged one (under Done or All) and follow the link. Merging can't be undone.

6. Was it deleted?

Deleted tickets go to Trash for 30 days. Look under Settings → Deleted Tickets, which shows each ticket, who deleted it and when, and click Restore. After 30 days, or if a manager deleted it permanently, it can't be recovered.

Pressing # on a ticket is the delete shortcut (it always asks first), so an accidental delete is a common explanation when a ticket "vanishes" while someone was working on it.

7. Did it arrive in the first place?

If the customer says they emailed but there's no ticket at all:

  • The sender may be blocked on that desk. Mail from blocked addresses and domains is dropped without creating a ticket. Check Settings → Help Desks → desk → Settings, in the Blocked senders section.
  • Their email may have been added to an existing ticket as a reply, rather than opening a new one. Search for the customer's email address in the command palette to see their tickets.
  • The mailbox connection may have a problem. See Why aren't my emails arriving as tickets?

For website form submissions, the visitor sees the ticket number on screen when it succeeds. See The widget form won't submit: error messages explained if they didn't.

8. Is it a project card now?

If someone used Move to board, the ticket still exists (set to Pending) and links to its card under Project board. The work itself continues on the card.

When to contact support

If you have the ticket number, you're a member of every desk, it's not in Deleted Tickets, and the command palette still can't find it, contact IntelliDesk support with the ticket number.

Related: Your inbox: filters, views, and search · Global search: the command palette (Ctrl+K) · Keeping the inbox clean: merge, block and delete