Find work
Use My tickets for tickets assigned to you or My groups for your teams’ queues. These shortcuts exclude the Resolved Conversation Status. The Open and Closed tabs control queue state separately. Narrow the queue by assignee, Group, Priority, conversation status, and date range. Choose Unassigned in the assignee filter to find tickets without a human owner. No group finds tickets without a group. Use Views to save filters you reuse; saved views do not save the date range. Needs reply and a bold subject identify an open, human-owned conversation whose latest customer-facing message is not a human reply. Fini’s escalation message can leave this badge visible. An internal note does not clear it. The newest queue page refreshes in the background while the tab is visible and rechecks when you return to the tab. Older pages do not poll automatically. Return to the newest page or use Refresh to check for new activity.Read the ticket view
The header identifies the ticket and provides Close ticket, Hand back to Fini when eligible, and Details. The ownership pill says Fini is handling this conversation or You’re driving — Fini is paused; read it separately from the Conversation Status badge. Open Details to review the group, assignee, priority, subject, and status. Memories contains stored customer summaries, while Related tickets links to other conversations matched by the customer’s email, like Memories. Metadata shows the identity information the channel passed to Fini. Anonymous sessions can show an empty object ({}). On each Fini message, open Steps to see the full AI Steps trail of how the answer was produced. Use Improve to send feedback that drafts a prompt, article, or rule fix for review. Nothing goes live from feedback without approval. See Refine with AI for the review workflow.
Take ownership and reply
1
Open the ticket and review context
Read the conversation and ownership indicator. Open Details for the group, assignee, priority, customer memories, and related tickets.
2
Assign the work
Choose a teammate in Assignee, or choose a Group to route to its next eligible member. Manual assignment to a teammate is allowed even if they are unavailable or over capacity. Assigning a teammate or manually routing to a group pauses Fini, including when no group member is eligible.
3
Write a customer reply
Select Reply, write the message, and click the send arrow (Send reply). You can also use Command+Enter or Ctrl+Enter. Sending a reply takes ownership for the teammate who sends it, including when someone else was assigned, and pauses Fini.
Leave an internal note
Select Internal note, write the context for teammates, and click the send arrow (Add note). Notes are not visible to the customer. A note does not clear Needs reply, count as the human reply required for hand-back, or reopen a closed ticket. Use Macros to insert reusable text into either mode. Inserting a macro does not send anything or switch the mode.Update ticket details
In Details, choose Low, Normal, High, or Urgent under Priority, or None to clear it. Edit Subject and press Enter or move focus away to save; Escape cancels the edit. Status is a read-only Conversation Status badge. It is separate from the ticket’s Open or Closed queue state. Use the close and reopen controls to manage queue state, not the status badge.Review customer context
Memories shows up to 10 stored conversation summaries for the same customer and AI agent, newest first. It starts with three entries; use Show with the remaining count and Show fewer to expand or collapse. View opens another source conversation; a summary from the current ticket is marked This conversation. The customer is matched using the conversation’s end-user email. An empty card can mean no email is available or no matching memories have been stored. These stored summaries differ from Relevant Memories, which shows the memories selected for a particular AI reply. Related tickets matches other conversations using the customer’s email, like Memories. Read this context before asking the customer to repeat information.Hand back to Fini
For the complete decision flow, eligibility checks, before-and-after state, and troubleshooting, see Escalation and hand-back. After sending a customer-visible reply, click Hand back to Fini in the ticket header. Fini can then answer the customer’s next message in the same conversation. Hand-back does not send a message, close the ticket, or remove its assignee. The control is available for an open ticket with an active native human-agent session. A human reply must be the latest customer-facing turn. If the customer has written again, reply first: handing back does not make Fini answer an earlier unanswered message. Internal notes do not satisfy this condition. Hand-back releases the human status lock. Escalated to Human Agent returns to Waiting for Customer; another status deliberately set by a teammate is preserved. For a closed ticket, click Reopen first.Close and reopen
Click Close ticket when the ticket should leave the working queue. It moves to Closed and no longer counts toward open-ticket workload or Least loaded routing capacity. Closing preserves the conversation, assignee, and Conversation Status. It does not resume AI replies on a human-owned conversation. Click Reopen to bring it back. A new customer message or a human customer-visible reply also reopens a closed ticket; an internal note does not. If the assignee is unavailable when the customer returns, group reassignment rules still apply.Troubleshooting
A closed ticket returned to Open
A closed ticket returned to Open
A new customer message or a human reply reopens it automatically. Closing is not a permanent lock on the conversation.
My tickets or My groups hides a ticket
My tickets or My groups hides a ticket
Check the selected AI agent, date range, queue state, and active filters. These shortcuts exclude Resolved status; clear the shortcut and status filter to broaden the search.
Fini is still paused after I removed the assignee
Fini is still paused after I removed the assignee
Unassigning does not release human ownership. Reply to any unanswered customer message, then use Hand back to Fini.