To start handling tickets, navigate to the Overviews section in the main menu.

Overviews act as filtered inboxes, each displaying tickets based on specific criteria. ResolvePro includes several standard overviews:

• My assigned tickets – Open and pending tickets assigned to you
• Unassigned & Open – Tickets awaiting assignment
• My pending reached tickets – Tickets you marked as pending, now due
• Open – All system-wide open tickets
• Pending reached – All due pending tickets system-wide
• Escalated – Tickets that exceeded their SLA threshold

UI Tips:

• Click column headers to sort
• Drag column dividers to resize

Color Indicators:

• 🟢 Action required: New, Open, Pending Reached
• 🟡 Paused: Pending
• ⚪ No action needed: Closed, Merged
• 🔴 Urgent: Escalated (SLA breach)

Ticket priorities are also visually color-coded to help agents quickly assess urgency.

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