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Working the Queue in Service Hub

Carlos Camacho
Updated

This article is for the people who pick requests up — working the queue, taking tickets, and moving them to resolution. For raising a request, see Getting Help with Service Hub.

Before you begin. Tickets and My Work appear only for people assigned to a service group. If you can see Home but not these, you are set up as a requester rather than an agent — an administrator changes that under Settings.

The Queue

Tickets is everything your groups are responsible for. Filter it by Status, Priority, Group and Category, and search with "Search tickets...".

Statuses run New, Open, In Progress, Pending, On Hold, Resolved and Closed. Priorities are Low, Medium, High and Critical.

A filtered view can be kept for reuse — "e.g. SLA Focus, My Queue, Unassigned…" suggests the shape. A saved view is worth setting up early; the queue is not useful as an undifferentiated list.

Several tickets can be updated at once. Where that fails you'll see "Bulk update failed" — check the selection rather than assuming it applied.

A request raised through the chat assistant with no catalog item behind it shows as General chat request, and one submitted with an empty description shows "No description". Both usually need a clarifying comment before work can start.

The Service Hub ticket queue with status, priority, group and category filters above a list of open requests

My Work

My Work is only what is yours. It separates two kinds of work: tickets assigned to you, and Lifecycle tasks — individual steps within a larger request, shown with their Phase.

The empty states tell you which is which:

  • "No tickets are currently assigned to you."
  • "No active lifecycle tasks are assigned to you."

A search that matches nothing reads "No tickets match your search." or "No tasks match your search." — worth distinguishing from genuinely having nothing assigned.

Completing a lifecycle task takes "Add completion notes…". Those notes are what the next person in the chain reads, so they are worth writing properly.

A ticket can be finished while its lifecycle tasks are not. The two lists are separate — check both before considering your queue clear, because a request stalls on an outstanding task even when the ticket itself looks done.

Working a Ticket

Opening a ticket shows the Requester and who is Affected — not always the same person, and worth checking before you reply to the wrong one.

Agents set:

  • Assignee — who owns it
  • Group — which team
  • Priority and Category

History records what has happened to the ticket. Files attach by "Drop files here or click to browse", and removing one asks "Delete attachment?" first.

Linking related tickets

Tickets can be related to each other, which is how repeat problems stay legible:

  • Blocks and Blocked By — dependency in either direction
  • Duplicate Of and Has Duplicate — the same problem reported twice

Use Duplicate Of rather than closing the second report silently. The requester keeps a ticket that tracks the real work, and the link explains where it went.

Reassigning is not the same as changing group. Assignee moves it to a person; Group moves it to another team's queue. A ticket sent to the wrong team needs the group changed — reassigning within your own group leaves it with you.

The Board

The queue also has a board view, with tickets in columns by status. Moving a card changes the ticket's status, which suits triage and stand-ups better than a list.

Troubleshooting

I can see Home but not Tickets or My Work

Solutions:

  • You are set up as a requester rather than an agent. Queue access follows service group membership.
  • Ask an administrator to add you to the relevant group under Settings.

Tickets I expect aren't in the queue

Solutions:

  • Check the filters. Status, Priority, Group and Category combine, and a saved view applies its own.
  • You only see the groups you belong to. A ticket routed elsewhere will not appear at all.
  • An empty search result says "No tickets match your search.", which is different from having none assigned.

A bulk update didn't apply

Solutions:

  • "Bulk update failed" means none of it was applied — re-check the selection rather than assuming it partly worked.
  • Try a smaller batch. A single ticket in the selection that you cannot change will stop the whole update.

A request is finished but still showing as active

Solutions:

  • Check Lifecycle tasks in My Work. Outstanding tasks keep a request active even when the ticket looks resolved.
  • Check Blocked By on the ticket. It may be waiting on another ticket entirely.

Need help? Contact our support team at support@nxtconstruction.ai

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