Ticket Dashboard and ticket management

Requires the Tickets feature and view tickets.

Ticket Dashboard is the overview: volume, state, and what needs attention. Tickets is the queue itself.

Working the queue

1. Claim before replying, so two people do not answer the same ticket differently.
2. Look up the customer in Users directory before responding, so you answer from their actual account state.
3. Check the release if it is release-related. State, destinations, and delivery answer most questions outright.
4. Reply with the specific answer and the next step.
5. Close only when it is genuinely resolved.

Step 2 is the one people skip, and it is the one that prevents wrong answers.

Priority

Set it on impact, not on tone. A calm message about a payout that failed matters more than an urgent one about a cosmetic issue. Consistent triage is what keeps the queue trustworthy.

When to escalate to SpaceMedia

Escalate when the cause is platform-side: delivery behaving outside its normal window across customers, a platform error your configuration cannot explain, or an integration failure.

Do not escalate what you can answer: store timing, review outcomes, metadata rules, or a customer's own account state. Those are yours, and escalating them adds a round trip for the customer.

When you do escalate, keep the customer informed rather than going quiet.

Answering common questions

Most tickets fall into a handful of categories with answers already written: