High Risk Tickets
A collapsible section at the top of the inbox that surfaces the tickets in the agent's queue most likely to escalate. The agent sees which ones to look at first without scanning the whole list.
What the agent sees
A header reads High Risk Tickets (3) with a warning icon. Each ticket inside the section looks like a normal inbox card with one extra thing - a vertical label on the left edge:
- At Risk (red): score ≥ 60
- Monitor (yellow): score 45–59
Tickets below 45 get no label and don't appear in the section. The agent can collapse the whole section to get the ticket list back, then expand it later.
How the risk score is built
Each open ticket gets a numeric score. Signals add points; the total maps to a label.
| Signal | Points |
|---|---|
| Priority is critical or highest | +30 |
| Priority is high or medium | +15 |
| SLA over 80% lapsed | +30 |
| SLA over 60% lapsed | +15 |
| SLA breached | +60 |
| Negative sentiment in description or notes | +20 |
| Multiple unanswered user notes | +10 per additional note since the last agent response |
| Requestor is in a VIP group or queue | +10 |
| Keyword match (urgent, escalate, CEO, legal, …) | +10 per match |
| Custom field match | configurable per field |
The thresholds (45 for Monitor, 60 for At Risk), the keyword list, the per-signal points, and any custom-field rules are all editable from the Configuration page.
When the score changes
- On any ticket update - a new note, a field change, a status change - the score for that one ticket recomputes immediately.
- Every 15 minutes the system sweeps open tickets and re-evaluates the SLA component, so the score creeps up as time runs out even when nothing else changes.
The sweep can be staggered per ticket type so a tenant with many open tickets doesn't recompute everything in the same minute.
Why an agent should care
The list answers a question every queue agent has at the start of a shift - which ticket should I look at first? - without making them read every subject line. A ticket that's still inside SLA but has three angry follow-up notes from a VIP requestor shows up at the top, where a sort by priority alone would miss it.