Help desk ticketing · Autessa Support Desk
Shared ticket queue
Autessa Support Desk gives your support team one shared ticket queue. Every email and Help Center request lands there as a ticket with a status, priority, category, owner and SLA, and you can filter it, sort it by the soonest SLA deadline, save the view and act on many tickets at once.
The problem it solves
A support inbox is not a queue
When support lives in a shared mailbox, two people answer the same customer, nobody owns the urgent one, and the oldest email quietly ages out of sight. A help desk ticketing system gives every conversation an owner, a status and a clock, and gives the team one list to work from the top.
What you get
- The queue opens on Open and Pending tickets, so resolved work stays out of the way until you want it.
- Filter by status, priority, assignee, category and created date (last 30 or 90 days, or a custom range), and search by text.
- Sort by newest, oldest, or SLA due time, soonest first or latest first, so the ticket about to breach is always on top.
- Save the filters you use often as a named view and get back to them in one click.
- Select many tickets and change their status or assign them to a teammate in one move.
- Select tickets and draft a knowledge article from them with AI, straight from the list.
- Create a ticket by hand for a phone call or a walk-up: type the customer’s email and Support Desk finds or creates the customer and their company, or leave routing to triage.
- Every row carries its SLA chip (on track, at risk, breached, met), so you can read the queue’s health at a glance.
How it works
How does shared ticket queue work in Autessa Support Desk?
Tickets arrive
Emails to your connected support inbox, requests from your Help Center, chats handed off by the AI assistant and proactive outreach all become tickets in the same queue.
Triage fills in the details
The AI triage agent sets the assignment group, subcategory, priority and category, and the right first-response SLA starts.
Work from the top
Sort by SLA due, filter to your group or yourself, and open the next ticket. Saved views keep your usual slice one click away.
Act in bulk when it helps
Select rows to reassign a batch, resolve a cluster of duplicates or turn a set of similar tickets into one help article.
Every option
Queue filters, sorts and actions
| Option | What it does |
|---|---|
| Status filter | Open and pending (default), waiting on the customer, resolved, closed, or all. |
| Priority, assignee, category | Narrow to any priority, any teammate (or unassigned) and any category you have defined. |
| Date | Last 30 days, last 90 days or a custom from/to range; clear it in one click. |
| Search | Text search across ticket subjects and descriptions. |
| Sort | Newest first, oldest first, SLA due soonest first, SLA due latest first, or a custom column sort. |
| Saved views | Name the current filters and reopen them later; delete views you no longer use. |
| Bulk actions | Change status, assign to a teammate, draft a knowledge article from the selection, deselect all. |
| Create ticket | Subject, description, customer email or existing customer, priority, category, and group / subcategory or “Let triage decide”. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | See the whole queue, filter, sort, save personal views, create tickets and use bulk actions. Roles describe responsibility; everyone on the team can work tickets. |
| Customer (signed in to your Help Center) | Never sees the queue. Customers see only their own requests, and ones a colleague shared with them, in the Help Center. |
Connected
How it connects to the rest of Support Desk
Ticket workspace
Open any row to reply, add notes and see the customer’s history.
Support Desk featureTicket board
The same tickets as cards in status columns, for teams that like to drag.
Support Desk featureSLA management
The SLA chip on every row and the SLA-due sort come from your targets.
Support Desk featureAI triage
Fills in group, priority and category before anyone opens the ticket.
FAQ
Questions about shared ticket queue
Straight answers. If something is not covered here, book a demo and ask us directly.
Does Autessa Support Desk have a shared ticket queue?
Yes. Every ticket from email, the Help Center, the assistant and outreach lands in one shared queue that the whole team can filter, sort, save views of and act on in bulk.
Can I sort tickets by SLA deadline?
Yes. Sort by SLA due, soonest first, to put the tickets closest to breaching on top, or latest first. Each row also shows its SLA state.
Can I save filtered views?
Yes. Name the current filters as a saved view and reopen it in one click. Saved views are listed in the queue’s views menu.
Can I create a ticket for a phone call?
Yes. Create Ticket takes a subject, description and the caller’s email; Support Desk finds or creates the customer and their company automatically, and you can let triage route it.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours