---
key: triage-a-ticket
title: Assign, prioritize and resolve a ticket
audience: staff
section: communications/tickets
routes: ["/communications/tickets"]
features: ["communications.ticketing"]
since: 0.0.1
updated: 0.0.1
status: published
summary: Find a ticket in the queue, take it or hand it off, change its queue, status and priority, add internal notes, and mark it waiting or resolved.
keywords: [ticket queue, assign ticket, take ticket, ticket status, priority, resolve, waiting on customer, internal note, backlog]
related: [create-a-ticket, reply-to-a-ticket, work-your-communications-queue]
---

In the sidebar, open **Communications**, then **Tickets**. The page address is `/communications/tickets`. The filters under **Queue Views** and the **Ticket List** sit on the left; the selected ticket opens on the right.

## Before you start

- Each control needs its own ticket permission. Controls your role cannot use are greyed out, and **Quick triage** is hidden without permission to change status.
- The assignment, queue, status and priority buttons also need permission to bulk edit tickets, and a plan that includes bulk ticket changes. Without either, the buttons look ready but Nova refuses the change.

## Steps

1. Under **Queue Views**, find the ticket. Type a ticket number, subject or participant in **Search**, or narrow the list with **Queue**, **Request type** and **Status scope** (**Active backlog**, **Awaiting customer**, **Resolved / closed**, **Spam**, **Merged** or **All visible**). **Sort by** and **Sort order** change the order.
2. Press the ticket in the **Ticket List**. Its detail opens on the right.
3. Under **Assignment Controls**, press **Assign to me** to take the ticket, or **Unassign** to put it back in the queue. Taking a ticket from a teammate needs permission to reassign other people's tickets.
4. To move it, choose a **Queue** and press **Apply queue**. If the assignee is not a member of the new queue, the ticket becomes unassigned.
5. To change its state, choose a **Status** and press **Apply status**. To change its urgency, choose a **Priority** and press **Apply priority**.
6. For the common moves, use **Quick triage**: **Waiting on customer**, **Internal follow-up** or **Resolve**.
7. Under **Internal Notes**, type a note and press **Save note**. The note appears in the list. Customers never see notes.

## What you see

- Each change shows a confirmation, such as **Ticket assigned.** or **Status updated.**, and the chips at the top of the ticket update.
- The summary shows **Queue**, **Assignee**, **Customer**, **SLA** and **Request type**. **Recent customer touch** shows when the customer last wrote and when your team last replied.
- When you resolve a ticket whose customer has an email address, Nova emails them a satisfaction survey about an hour later, tracked in a **CSAT** box. Reopening the ticket cancels it.
- **Watchers** lists the people following the ticket.
- Each saved note has **Edit** and **Delete**. While editing, the button reads **Update note** and **Cancel edit** drops the change. **Delete** removes the note straight away, without asking.
- **Reset filters** under **Queue Views** clears every filter and returns to the active backlog.

## If something looks different

- **Assign to me** stays greyed out even though your role can assign, and **Show only my assignments** still lists everyone's tickets: both are known problems. Use **Report a problem** in Help if they block you.
- Nova says "Entitlement does not allow this action" or "Missing required permission" after an assignment, queue, status or priority button: the bulk-edit access above is missing. Ask your admin.
- Nova says the status change is invalid: a spam ticket cannot be changed here, a closed ticket can only go back to open, within 14 days of closing, and no ticket returns to new.
- Nova says "Ticket queue is inactive": the list also shows queues your admin switched off. Pick another.
- **Internal notes are read-only for this role.** shows in the note box: you can read notes but not add them.
- An amber box says the ticket is outside the current filters: press **Show all visible tickets** or **Reset to active backlog**.
- A yellow notice says another agent is working on a reply: see [[reply-to-a-ticket]] before you send anything.

[[route:/communications/tickets|Open Tickets]]