Troubleshooting Ticket Issues

Ticket problems can involve creation, assignment, status, visibility, replies, automation, or SLA behavior.

Identify the exact problem

Examples include:

• ticket not created
• ticket missing from a view
• wrong assignment
• status not changing
• reply not visible
• automation not running
• SLA deadline unexpected

Check active filters

A ticket may exist but be hidden by the current list view or filter.

Review ownership

Verify assigned team and agent.

Review lifecycle

Check the current status and relevant ticket fields.

Review automation

If the behavior should be automatic, inspect the applicable rule conditions and execution evidence.

Review permissions

A user may not be authorized to see or modify the ticket.

Good practices

Use the ticket ID or another stable identifier when tracing a specific record. Avoid creating duplicate tickets during troubleshooting unless a controlled test requires one.