Inbox triage and assignment

When a new ticket lands in a Teamwork Desk inbox, the agent reads the subject, message body, and customer history, then applies your routing rules to set priority and assign the ticket to the right team or person. It can tag the conversation by topic and update the status so queues stay current. Requests mentioning refunds, cancellations, or angry language fall outside the approved rules, so the agent leaves those unassigned and notifies a support lead to decide who should own the reply and how the situation is best handled.

SLA status updates

For open conversations, the agent watches response and resolution timers against the SLA policy your team configured. As a deadline approaches, it reads the ticket state, applies the escalation rule, and updates the priority or moves the ticket into a watched view, then posts a note so an agent picks it up. Tickets already breached or tied to a named account get flagged to a supervisor instead of auto-escalated, since a human decides whether to apologize, extend, or involve an account manager on those higher-stakes threads before anything is promised.

Reply suggestions from history

On tickets that resemble past resolved questions, the agent reads the incoming message, searches your Teamwork Desk history for similar closed threads, and drafts a suggested reply using approved canned responses. The draft is saved to the ticket for a human to send, not posted automatically, so tone and accuracy stay under review. When a question involves account-specific details, billing figures, or anything the knowledge base does not clearly cover, the agent skips the draft and routes the conversation to an agent, with the relevant context noted for them.