What Needs attention means
Desk surfaces tickets that may be getting forgotten — and tells you why.
Needs attention is Desk’s way of saying something may be slipping. Each ticket shows a clear reason, such as unopened for a day, unassigned too long, no activity for several days, due soon, or overdue.
You do not have to set a reminder on every ticket. Attention rules live under Settings → Follow-ups & response goals. Turn rules on or off and change how long Desk waits before flagging something.
Opening a ticket in Desk counts as a real human view. Automated processing does not. That is how Desk can truthfully say nobody has looked at a request yet.
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