Assignment, status, and routing
Route tickets to a teammate or team, use status deliberately, and keep customers from receiving conflicting replies.
Start with an Inbox view for the work you own. The standard views are My Inbox, My Teams, Unassigned, Mentions, Solved, and Undelivered. You can also use a saved view. Filter by status, source channel, team, or assignee to focus the list. Teammates with Inbox assignment permission can assign a ticket to the right person or team. Assignment coordinates the work. It does not guarantee that the new owner saw or accepted the ticket.
Save a view
Set the filters you want. The filter bar then shows Save view. Select it and give the view a name of 100 characters or less. AgentStack saves the view, opens it, and adds it to the Inbox navigation. Each name must be different from your other view names.
The button reads Update view while a saved view is open. It compares the current filters against the filters that the view holds, so it stays hidden until you change something. Select Update view to overwrite the open view. This does not make a second view.
A saved view belongs only to you. Delete a view from the Inbox navigation. When you delete the view you have open, the list returns to the standard view.
Use statuses to make the queue easy to read. On you signals active ownership. On customer means the reply reached the customer and they must reply next. The next inbound customer message returns the ticket to On you by itself. On hold pauses the active workflow, and a customer message does not end that pause. Closed and Cancelled are end states. When the issue becomes active again, take the ticket off hold or reopen it. Do not close a ticket only to lower the ticket count. When you close a ticket, AI replies also start again.
The count beside My Inbox, My Teams, and Unassigned is not the size of the list. It counts New and On you tickets only, so a ticket parked on the customer or on hold does not hold the count above zero. See assignment and ticket statuses for the full rule.
The list has bulk actions for the tickets you select in the current view, but bulk changes need the same care as one-at-a-time changes. Before you apply an action, make sure that the filters, selected rows, and assignee are correct. When several teammates investigate the same issue, use the presence information in the ticket detail and the internal notes. This avoids duplicate replies to the customer.