As an agent, you are responsible for resolving tickets within the agreed Service Level Agreement (SLA). The Resolution Due field indicates when a ticket is expected to be resolved based on the applicable SLA policy.

Using Advanced Filters, you can quickly identify tickets that require attention, including those assigned to you, your support group, other agents in your group, or currently unassigned tickets.

Regularly reviewing resolution-due tickets helps you prioritize urgent work, improve response efficiency, and reduce the risk of SLA breaches.

Prerequisites

Before you begin, ensure that:

• You can access the Tickets module.
• Optionally;
  • You belong to at least one support group.
  • Your role allows you to view group tickets.

Resolution Due Options

When configuring the filter, select the date range that matches your monitoring needs in the advanced filter.

Access Advanced Filters

1. From the left navigation menu, select Tickets.
2. Select Filter.
3. Select Advanced Filters.

The Advanced Filters panel appears on the right side of the page.

Add all filter conditions under:

Apply this rule to the tickets that meet ALL of these conditions

Using ALL ensures that a ticket must satisfy every selected condition before it appears in the results.

View Your Own Resolution-Due Tickets

Use this filter to find tickets assigned directly to your account that are overdue or due today.

Under the section for tickets that meet ALL conditions, add the following:

The Current User value automatically refers to the agent who is currently signed in.

Apply the Filter

1. Verify that both conditions are configured correctly.

2. Select Apply.
   

   
   
   

The ticket list refreshes and displays only tickets that:

• Are assigned to you.
• Are overdue or due today.

Review the Results

Prioritize the displayed tickets based on:

1. Overdue status.
2. Customer impact.
3. Ticket priority.
4. Remaining resolution time.
5. Required escalation or assistance.

Review the ticket history, latest customer response, and internal notes before taking action.

View Resolution-Due Tickets for Your Group

Use the group filter to monitor urgent tickets across your support team.
Depending on your permissions, the results can include:

• Tickets assigned to you.
• Tickets assigned to other agents in your group.
• Unassigned tickets belonging to the group.
• Tickets that are overdue or due today.

Configure the Group Filter

Open Advanced Filters and add the following conditions:

Examples of support groups include:

• Technical Support
• Customer Service
• Billing Support

Replace Your support group with the appropriate group name in your BoldDesk workspace.

Apply and Review the Filter

1. Confirm that both conditions are under the section requiring tickets to meet ALL conditions.

2. Select Apply.

3. Review the displayed tickets.
   

   
   
   

When reviewing group tickets, look for:

• Overdue tickets without a recent update.
• High-priority tickets due today.
• Unassigned tickets.
• Tickets assigned to unavailable agents.
• Tickets requiring escalation or reassignment.

Filter Configuration Summary

Recommended Daily Process

1. Review Your Own Tickets

Apply the following conditions:

• Resolution Due → Relative Date → Overdue + Today
• Agent → Is → Current User

Address overdue and high-priority tickets first.

2. Review Group Tickets

Apply the following conditions:

• Resolution Due → Relative Date → Overdue + Today
• Group → Is → [Your Group Name]

Check for unassigned tickets, overdue tickets, and tickets that may require assistance or escalation.

3. Take the Required Action

Depending on the ticket, actions may include:

• Responding to the customer.
• Continuing troubleshooting.
• Adding an internal note.
• Requesting assistance.
• Reassigning the ticket.
• Escalating the issue.
• Resolving the ticket.

4. Monitor Throughout Your Shift

Review filtered ticket lists periodically because new tickets may become due as SLA deadlines approach.

Common Use Cases

Starting Your Shift

Filter Conditions

• Resolution Due = Overdue + Today
• Agent = Current User

Result

Quickly identifies your assigned tickets that require immediate attention.

Monitoring Team Workload

Filter Conditions

• Resolution Due = Overdue + Today
• Group = [Your Group Name]

Result

Displays overdue, due-today, and unassigned tickets that may require action or escalation.

Troubleshooting

Frequently Asked Questions

1. Can I view only Resolution due tickets assigned to me?
   Yes. Use the following conditions:

   • Resolution Due → Relative Date → Overdue + Today
   • Agent → Is → Current User

2. Can I view Resolution due tickets assigned to other agents in my group?
   Yes, if your permissions allow it. Use:

   • Resolution Due → Relative Date → Overdue + Today
   • Group → Is → [Your Group Name]

3. Which Resolution Due option should I use?
   For daily monitoring, use Overdue + Today. This option displays both overdue tickets and tickets due today, helping you focus on the most time-sensitive work.

4. Can I view upcoming resolution-due tickets?
   Yes. Use the below filters to narrow the results to your workload.

   • Resolution Due → Relative Date → Any Future Date + Today

   Optionally add either:

   • Agent → Is → Current User, or
   • Group → Is → [Your Group Name]