Queue suggestions and assistant changes

This chapter covers the team section above the IT Support queue: morning summaries, proposed changes, recent automatic changes and upcoming live sessions. Cards depend on which assistant functions are enabled, their permissions and whether they have produced output. An absent summary is not proof that the queue is empty.

Read the morning summary

1. Open Queue.
2. When present, read [assistant]'s morning summary (IT only) and its For you line.
3. Open relevant tickets and check their current conversation, status and assignment before acting.

The For you line counts your open human-assigned tickets. A summary is a snapshot, not a live authoritative workload total. The team section refreshes periodically, normally once a minute while the page is open. See Assistant functions and permissions for function configuration and schedules.

Accept or dismiss a suggestion

1. Read the proposed move or closure, reason and ticket number.
2. Open its ticket link if you need context before deciding.
3. Choose Accept to make the change, or Dismiss to close the suggestion without changing the ticket.
4. Read the result. Accept is an immediate action; it does not open another confirmation step.

Acceptance uses the ordinary agent update checks and records the decision in the acting person's name. Completion can be refused for missing required fields; moving can be refused if the destination is no longer valid. Correct the ticket or configuration and review the proposal again. If it was already decided by another agent, the error identifies that; inspect the current ticket rather than assuming your click applied it.

A suggestion does not itself assign or close a ticket. Assistant functions with separately granted automatic-action permissions may make changes without a proposal; those appear in their log and, when reversible, in the recent changes list.

Undo a recent assistant change

1. Expand [number] changes the assistants made, each with Undo.
2. Read the assistant's name, time and change. Open the ticket if necessary to check later human work.
3. Choose Undo beside the correct entry.
4. Read the confirmation, then inspect the ticket or summary to verify the result.

The queue offers up to eight reversible, not-yet-undone entries from the last two days. This display window is not a general two-day undo guarantee for all product actions. Only changes with an undo record qualify. Assignment and priority Undo restore recorded previous values, so inspect any newer human edits before using it. Other supported Undo entries can withdraw an assistant note or take down its queue summary. Undo does not recall information already read or turn every operation in a ticket's history back.

If already undone, the application reports who did it. An entry without a reversible operation cannot be undone. For fuller history and function outcomes, use Reports and activity and the assistant's function log.

Upcoming live sessions

The team section also shows upcoming live-session ticket numbers, times, agents and contact methods. An amber warning means the session needs attention, for example a scheduling change. Open its ticket to review and handle it; a queue warning is not a new booking or an automatic conversation reply. See Live support hours and sessions for moving and cancelling sessions.