> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rallied.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Tickets: review the agent's work on each ticket

> Review every ticket the Rallied agent worked: its outcome, failed calls, pending approvals, steps left for a technician, and the live PSA conversation.

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.

> [!NOTE]
>
> You can see **Tickets** in the sidebar if your role can view agent activity. That's the same access as [Activity](https://docs.rallied.ai/dashboard/activity.md). If your role doesn't have it, the page says Tickets isn't available for your account. Ask your MSP admin for access.

## Ticket list

The list has one row for each ticket the agent worked. Each row shows the ticket's outcome:

| Outcome | What it means |
| - | - |
| **In progress** | The agent is still working the ticket. |
| **Needs approval** | The agent's whole plan is waiting for a technician to approve it. See [Plan Mode](https://docs.rallied.ai/agents/plan-mode.md). |
| **Needs a technician** | The agent left one or more steps for a technician to finish. |
| **Closed** | The ticket is closed. A bot icon means the agent closed it. |

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.

## Ticket details

Select a ticket to open it. The details pane shows:

* **Facts**: the outcome, how many tool calls failed, the [workflow](https://docs.rallied.ai/dashboard/workflows.md) 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.

### 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:

| Fix | What's wrong | Where the link goes |
| - | - | - |
| **Map** | The client isn't linked to a company in that integration. | The integration's **Companies** tab. |
| **Connect** | The client has no connection to that integration. | The integration's **Companies** tab. |
| **Turn on** | The integration is turned off. | The integration's **Companies** tab. |

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](https://docs.rallied.ai/dashboard/integrations.md) for how to map and connect clients.

## Keyboard shortcuts

Press `?` on the Tickets page to see all shortcuts.

| Action | Keys |
| - | - |
| Next ticket | `↓` or `J` |
| Previous ticket | `↑` or `K` |
| First or last ticket | `Home` or `End` |
| Close the open ticket | `Esc` |
| Search tickets | `/` |
| Go from search back to the list | `↓` or `Esc` |
| Show shortcuts | `?` |

## Related

* [Activity](https://docs.rallied.ai/dashboard/activity.md): the full audit trail of tool calls and credits.
* [Plan Mode](https://docs.rallied.ai/agents/plan-mode.md): how approvals work.
* [Performance](https://docs.rallied.ai/dashboard/performance.md): how the agent is doing across all tickets.


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