Bump up and bump down

Bumping lets you adjust your own For my attention list. A bump is personal: it changes nothing for anyone else, and nothing on the ticket itself.

• Bump up keeps a ticket in your For my attention list, for example one you want to come back to. It matters most for tickets not assigned to you, because a ticket assigned to you is usually in the list anyway.
• Bump down drops a ticket from your list when you have finished with it for now. If something stronger then happens, such as a new message from the customer, the ticket comes back.

Click a highlighted button again to remove the bump. A ticket can be bumped one way at a time, so bumping it up clears a bump down, and the other way round.

Where the buttons are

They are at the right of the ticket header. You can also bump several tickets at once: select them in the ticket browser and use the same buttons in the panel on the right.

If you bump a ticket while writing a reply, the bump takes effect when you send.