Work a Ticket Queue

A group's queue lives on its Tickets tab. The list is on the left, the ticket you select opens beside it, and everything you change saves immediately: there is no draft state and no save button on a ticket.

The queue list

Columns are ID, Subject, Requester, Assignee, Priority, Status, and Updated. The default order is newest first.

Filtering. The toolbar shows only the filter controls that the queue's backend has declared it can run. Controls not supported by a queue's backend are withheld entirely. Both the group queue and My Tickets toolbars are built from this declared set, so the available controls may differ between queues.

The full set of filter controls is: Status, Priority, Assignee, Requester, Search (case-insensitive substring over title and description), Comment search (case-insensitive substring over comment bodies), Created range, Age (tickets at least N days old), Tags (a ticket must carry every listed tag), and Exclude tags (drops any ticket carrying any of the listed tags). A count is shown while any filter is active.

The toolbar keeps Status and Search on the row at all times. Every other filter is behind the Filters button, which opens a drawer on the right side of the screen. The drawer stays open while you pick values, so the queue behind it remains visible and live. The Filters button shows a count of how many filters are currently set inside the drawer.

Applied filters are also shown as chips below the toolbar, one chip per active filter. Each chip names the filter and its value (for example, "Tags: payroll") and has an × button to clear that filter without opening the drawer. The chip row scrolls sideways if many filters are set and is hidden entirely when nothing is filtered.

Filters are applied server-side. Multi-value filters (status, priority, assignee, requester, tags, exclude tags) accept a comma-separated list; a ticket matching any member of the list is kept, except tags which requires the ticket to carry every listed tag. Sending both the singular and plural form of one filter (for example status and statuses) is refused.

If the queue can only return a partial set of results because more results exist beyond what can be merged across backends, the ticket list shows a notice distinguishing whether results were truncated by pagination or by the merge window.

Shared links that carry filter values not supported by the destination queue will have those unsupported filters stripped on arrival.

Sorting. Click ID, Priority, Status, or Updated to sort the whole queue, not just the page you can see. Priority sorts by Ema's own ranking (Critical, High, Medium, Low) whatever the underlying system stores, and status sorts Open, In progress, On hold, Closed. A queue whose backend cannot honor a column says so and stays in the default order, which is most likely on a ServiceNow queue whose field mapping leaves that column out.

Paging. The queue loads a page at a time, with Load more at the bottom. Filters and sort apply to the full queue, so paging never reorders what you already read.

Raise a ticket

New ticket takes a title, a description, and a priority. On a group's Tickets tab the queue is the group you are in; from My Tickets you pick the group first. The requester is you, unless you are a System Admin raising it on someone else's behalf.

The ticket view

The header carries the ticket number and title, the status control, Ask Ema, and a refresh control. Below it: the original request, the reply box, and the comment and activity history. The details rail on the right holds every other field, and Hide details collapses it when you want the width.

Fields you can edit

Assignment

Any member of the group can assign, reassign, or unassign anyone, including themselves: a queue is a shared work list rather than an admin-managed one. The picker offers the group's own people first, then lets you search the rest of the Workspace directory, because handoffs cross team boundaries.

On the Ema Ticketing Desk the assignee has to be a real person in your Workspace. A queue backed by ServiceNow instead needs an address the instance can resolve to one of its own users. Either way, an address that belongs to nobody is refused rather than stored.

Comments and internal notes

The reply box sends either kind:

• Public replies are visible to the requester. This is the default.
• Internal notes are for the people working the queue, and the requester never sees them.

Both are labeled in the thread, and on a ServiceNow queue both are written into the instance's own journal, so the record stays complete for anyone reading it there.

Activity

Activity is the ticket's history: comments, internal notes, and every field change, oldest first, with Comments, History, and All views. Entries name who acted, and attribute to Ema when an AI Employee did it or to System when the platform did (a parent closed by its last sub-ticket, for example). On a ServiceNow queue the history comes from the instance itself rather than from a copy Ema keeps.

When a ticket has been moved, the activity thread shows an inline marker indicating where the imported history starts, so you can see at a glance which entries came from the originating system and which happened after the ticket arrived in its current queue.

Close and reopen

Close ticket is the only way to reach Closed, and it takes an optional resolution, which is also recorded as a comment. Reopening is setting the status back to Open.

A connected system can settle on a different status than the one you asked for, because its own rules run on the record. When that happens the ticket says what it saved instead. The usual cause is an assignee: some instances move assigned tickets along automatically, so clearing the assignee may let the status you wanted stick.

Sub-tickets

New sub-ticket in Linked items files a child under the ticket you are reading. Sub-tickets sit one level deep, so a child cannot itself have children, and a child can live in the parent's queue or in another queue on the same connection.

Parents follow their children:

• Closing the last open child of a parent that has two or more sub-tickets closes the parent too, attributed to the system.
• Filing a new sub-ticket under a closed parent, or reopening any child, reopens the parent. The new-sub-ticket dialog warns you before it does.

A parent's Linked items lists its children. A child whose queue you cannot read shows as a plain reference rather than a link.

Move a ticket

Move is available directly from the ticket view. It re-triages a ticket into another queue and clears the assignee, since the new queue's members have not picked it up yet.

Moving between queues on the same connection re-queues the ticket within that ticketing system. Moving to a queue on a different ticketing system is also supported: Ema re-raises the ticket on the target system, imports the originating ticket's history up to the point of the move, and assigns the moved ticket its new queue's ticket number. The requester retains read access to the ticket even if they are not a member of the destination queue.

The activity thread in the moved ticket shows where the imported history begins, so the context from the originating system travels with the ticket.

Moving is also the only way a ticket's queue label changes, which is why labels you manage yourself can never collide with it.

Delete

Group admins and System Admins can delete a ticket, and the confirmation says it cannot be undone. Every ticket already carries the answer to "may this person delete it", so the action is offered only where it will be permitted.

Ask Ema

Ask Ema passes the ticket to Autopilot, without leaving the page:

Autopilot answers in the chat panel, and nothing it drafts is sent or saved to the ticket until you do it yourself.

What's next

• My Tickets for the cross-group view of your own tickets.
• Ticket Tools for the same operations run by Autopilot or an MCP client.
• ServiceNow-Backed Queues for why a status or priority can come back changed.