Assign, prioritize and resolve a ticket

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.

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.

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