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The Tickets page shows every ticket the agent worked, what happened on it, and what still needs a person. Use it to check the agent’s work and find tickets that are waiting on you. The page is read-only. You can’t reply, log time, or change a ticket from it. Make those changes in your PSA.
You can see Tickets in the sidebar if your role can view agent activity. That’s the same access as Activity. If your role doesn’t have it, the page says Tickets isn’t available for your account. Ask your MSP admin for access.

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Ticket list

The list has one row for each ticket the agent worked. Each row shows the ticket’s outcome: Filter the list:
  • Search: find a ticket by its number or title. Press / to jump to the search box.
  • Outcome: show only tickets with one outcome.
  • Client: show only one client’s tickets.
The list and the open ticket refresh every minute.

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Ticket details

Select a ticket to open it. The details pane shows:
  • Facts: the outcome, how many tool calls failed, the workflow the agent followed, and when the ticket was created.
  • Needs attention: what still needs a person. Rallied hides this strip when nothing needs attention.
  • Conversation: the ticket thread, read live from your PSA. Approval requests and the agent’s status changes appear between the messages, in the order they happened.
A note, customer message, or status change the agent posted on a different ticket doesn’t count toward this one. If a technician corrects one of the agent’s notes, the correction always shows in the conversation.

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Needs attention

The Needs attention strip lists:
  • Failed calls: tool calls that failed on this ticket.
  • Steps left for a technician: the steps the agent didn’t do.
  • Pending approvals: a plan that’s waiting for a technician’s approval.
  • Fix this so the agent can finish: setup problems that blocked the agent’s tools for this client.
Each fix links to the place where you make it: Rallied links Check Point tenants to clients for you, so a Check Point map fix has no link. Ask your Rallied contact to set it. See Integrations for how to map and connect clients.

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Keyboard shortcuts

Press ? on the Tickets page to see all shortcuts.
  • Activity: the full audit trail of tool calls and credits.
  • Plan Mode: how approvals work.
  • Performance: how the agent is doing across all tickets.