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Three views help you decide what to do next. The Dashboard shows how support is going across your workspace. My Work lists the tickets assigned to you, most urgent first. The Feed gathers the patterns and alerts Aegis spots across your tickets, such as a sudden rise in similar tickets.

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Before you start

Tenant Owners, Workspace Admins and Workspace Members can use all three.

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Read the dashboard

The top of the Aegis dashboard, with a card for each queue showing how many tickets are open, the headline ticket figures below them, and the account and period menus and Refresh at the top right.
Select Dashboard. At the top, one card for each queue shows how many tickets are open. Select View Inbox or View Ops Queue to go to that queue. Below that, Open tickets, In progress, Resolved · 30d and SLA breached give the headline numbers. Further down, SLA performance · 30d shows how many replies were on time, and Top accounts by volume · 30d shows the companies raising the most tickets. Tenant Owners and Workspace Admins also see Recommendations, where Aegis suggests where your support could improve. Use All accounts to look at one company. The period menu sets how far back Ticket flow and Trends look: the last 7, 30 or 90 days. The headline numbers do not change with it. Select Refresh to update the queue cards and Ticket flow. The dashboard now reflects your choices, and As of shows the time of the last refresh. Next, work through your tickets.

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Work through your tickets

My Work, with figures across the top, the search box and the filter and sort menus, and a table of the tickets assigned to you with their priority and status.
Select My Work. The figures at the top show what is assigned to you and what you resolved this week. Use the filter to see Client or Ops tickets only, or My Escalations, and sort by Priority, Recently updated or Oldest open. Select a ticket to open it and reply. The ticket opens on its own page. Next, reply to the customer.

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Keep an eye on the Feed

Select Feed. Each card is a pattern or alert Aegis has found, with how serious it is, the company it concerns and the tickets involved. Use Patterns, Alerts or System to see one kind, Account to see one company, and Needs Action, Watching or Done to see where each item stands. The Feed shows only the cards that match your choices, or Nothing here right now if none do. Open the tickets a card names to act on them. Next, see where your customers’ tickets stand.

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Troubleshooting

No open tickets are assigned to you. Look in Inbox or Ops Queue for tickets to pick up.
Select Retry. If it still does not load, refresh the page.