Overview
Feature summary
We've given the Tickets inbox a light refresh to make managing your work simpler, more personal, and aligned with how you get things done. This update introduces a task—and workflow- so you can focus on what matters most, right when it matters. It's more intuitive and focused.
What’s new
New summary panel
At the top of your inbox, you'll now see a filterable summary showing how many tickets are:
- Assigned to you
- Due soon
- Overdue
- High priority
- Needing updates
Click any of these to instantly filter your view and zero in on what needs your attention.
Improved UI and UX for easier navigation
We’ve made several design and usability tweaks to streamline how you manage tickets:
- Sort by” moved for visibility: The Sort by dropdown is now located at the top right, making it quicker and easier to spot.
- You can now sort tickets directly by column by priority, creation date, due date, comments, or recent activity — giving you more control and flexibility in what you want to focus on.
- Filters for author, member/helpers, tags, and communities are now grouped under a single filter button—keeping the sidebar cleaner. Key filters like assignee and status remain readily accessible for quick navigation.
- Timestamps now show both full dates and relative times (like “3 days ago”) to give better context immediately.
Personal snooze with notifications
Previously, snoozing a ticket would hide it for everyone assigned, which sometimes disrupted team workflows. Now, snoozing is personal - it only applies to you. This means you can pause a ticket from your own view without affecting anyone else. You can also choose to receive a notification when your snoozed ticket becomes active again, so you’ll never miss a follow up.
Why it matters
We’ve heard your feedback. “Tasks” and “workflows” make a lot more sense than traditional “tickets.” So, we’ve evolved the ticket inbox to feel more like a personal task list, something that works with your brain, not against it.
Here’s what that means for you:
- See tickets as tasks you can act on: No more thinking of tickets as just static records. Each one now feels like a clear, actionable item you can manage your way.
- Make it personal: You decide what matters most. Filter, sort, and snooze tickets based on your own priorities—without affecting anyone else. You’re in control of what’s important and when you want to deal with it.
- Stay focused, your way: With new tools to slice through the noise, you can stay focused on just the tickets that need your attention—without the clutter.
This shift transforms tickets from a passive backlog into a living, prioritised task list—and it's a key step in making Lookout a truly workflow-driven experience.
Who it’s for
Primary Users:
- Care managers and coordinators managing multiple service requests
- Operations and admin teams tracking ongoing actions
- Clinical teams monitoring follow-ups
Internal Stakeholders:
- Solutions and onboarding
- Product and support teams
Access/Permissions:
N/A
Timeline
This Ticket uplift will start rolling out in September 2025.
If your organisation is approved, you can enable it through a toggle in the Release Hub. For more information on Release Hub, please see the following article: Release Hub.
Get to know the new tools
Summary panel
We have created a new navigable metrics bar, where the numbers are links to filter tickets further. The summary panel shows counts for key ticket states, like how many are assigned to you, due this week, overdue, high priority or stale (no activity for 2 weeks or more). Just click any number to instantly filter your inbox and focus on that specific group of tickets instead of viewing everything at once.
Filters
The updated interface is designed to be more straightforward and more intuitive, putting the tools you use most right where you can see them. Filters like “Tags” and “Community”, which were previously located in the sidebar, are now grouped together and easily accessible in the ‘filters’ button. Instead of scrolling, you can access everything in one convenient Filters menu. This update reduces clutter in the left sidebar, making navigating and focusing on what matters simpler.
For more perspective, here is the old filters layout vs the new and improved layout:
The new pop-up filter window is also much taller than before because it contains many more filtering options.
Per-user snooze with notifications
Previously, a user could snooze a ticket, which hides it from the "Open" list until their chosen date. However, this was stored as part of the ticket state itself, so if one person snoozed a ticket, it would be snoozed for everyone, whether they wanted that or not. Additionally, if anyone later manually unsnoozed the ticket, it would then reappear in the Open list for everyone. When a ticket reached its "wake-up" date, there was no notification; it just resurfaced in everyone's "Open" list.
You can now snooze, reschedule, or un-snooze tickets just for yourself—without affecting how anyone else sees them. It’s your own personal way to manage focus. Plus, if you’d like a reminder, you can turn on wake-up notifications in your personal settings to get alerted when a snoozed ticket becomes active again.
While users can choose a specific date for a wake-up, time zones can differ, so the exact moment a new day "starts" may vary slightly from person to person. To combat this, wake-up checks will run hourly to account for varying time zones.
Column sort
You’ve still got the simple sorting menu with five quick options, but now, if you want more control, you can also click on column headers (like Priority, Due Date, or Activity) to sort the ticket list your way. The list starts in priority order by default, so the most important tickets are always at the top.
Since "priority" now has a column heading sort option, we can swap the order. The menu adds a temporary new item to reinforce the meaning of that change:
As with the old interface, you can filter down to “Completed” or “Archived” tickets; the "Due" column is replaced by the completion or archive date if you do. This is now sortable too.
