---
title: "Sidekick: Viewing Ticket Queue"
---

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1. [Sprout](https://guide.sprout.ph/?hsLang=en)
2. [Sprout Sidekick](https://guide.sprout.ph/sprout-sidekick?hsLang=en)
3. [Helpdesk](https://guide.sprout.ph/sprout-sidekick?hsLang=en#helpdesk)

# Sidekick: Viewing Ticket Queue

### **Managing Tickets (Admin Only)**

**Helpdesk** is where you can manage and resolve employee concerns escalated through Sidekick. It provides a centralized queue for all support tickets filed by employees, including ticket details, conversation history, and file attachments, so your HR team can triage, assign, and close requests without switching tools.

| **Note:** Only admins with access to salary or current payroll information can view and manage tickets in Helpdesk. |
| --- |

1. Go to **Helpdesk**. You'll see a summary of all tickets at the top:
2. Open — tickets that have been received but not yet acted on
3. In Progress — tickets currently being worked on by an admin
4. Closed — tickets that have been resolved
5. Total — the overall count of all tickets across all statuses
6. Browse your ticket queue. The table shows each ticket's ID, subject, category, sender, assigned admin, and status.
   
   ![](https://guide.sprout.ph/hs-fs/hubfs/undefined-Oct-30-2026-12-50-18-7986-PM.png?width=670&height=377&name=undefined-Oct-30-2026-12-50-18-7986-PM.png)
   
   | **Tip:** You can sort and filter your ticket queue to find what you need faster. - Sort — click any column header to sort by that field - Filter — click the filter icon next to the search bar to filter by status, assignee, or sender |
   | --- |

   ![](https://guide.sprout.ph/hs-fs/hubfs/undefined-Oct-30-2026-12-56-21-4660-PM.png?width=670&height=377&name=undefined-Oct-30-2026-12-56-21-4660-PM.png)
7. Search for a specific ticket using the search bar. You can look up by ticket ID, subject, sender, or assignee.
8. View the full ticket details. Click on any ticket row to open the detail panel.
   
    ![](https://guide.sprout.ph/hs-fs/hubfs/undefined-Oct-30-2026-12-56-40-6909-PM.png?width=670&height=377&name=undefined-Oct-30-2026-12-56-40-6909-PM.png)
9. Update the category. Click the **Category** dropdown on any row and select either **Internal** or **Sprout-related**. 
   
    ![](https://guide.sprout.ph/hs-fs/hubfs/undefined-Oct-30-2026-12-57-18-3930-PM.png?width=1920&height=1080&name=undefined-Oct-30-2026-12-57-18-3930-PM.png)
10. Assign a ticket to an admin. Click the **Assigned To** dropdown, search for a team member, and select them. 
    
     ![](https://guide.sprout.ph/hs-fs/hubfs/undefined-Oct-30-2026-12-57-33-9574-PM.png?width=1920&height=1080&name=undefined-Oct-30-2026-12-57-33-9574-PM.png)
11. Update the ticket status. Click the **Status** dropdown and choose from Open, In Progress, or Closed.

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