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 views:

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

UI Tips:

• Click
• Drag column dividers to resize

Color Indicators:

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

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

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