All About ServiceAI's Issues Tab

The Issues tab is ServiceAI's unified review queue. It brings together the recommendations, proposed corrections, agent feedback, and tasks that Orion (ServiceAI's AI) and your team members surface, so everything that needs a human decision lives in one place. Issues replace the former Recommendations tab and the To-Do lists — links to /recommendations, /todos, and /feedback still work and redirect automatically to /issues.

What is an issue?

An issue is a single work item in your tenant's queue. Every issue has a title, details, a type, a status, a priority (High, Normal, or Low), and optionally an assignee. Issues submitted by Orion show an AI avatar as the submitter; issues submitted by a person show "Team member". Where an issue originated from a ticket, the issue links back to its source ticket.

Issue types

• Recommendation — an advisory suggestion for the team (for example, a process or training improvement). Recommendations carry a category: Process Change, Agent Training, Documentation, Product Change, or Other.
• Rule add — a proposed triage rule. Approving and applying it appends the rule to your triage rules.
• Article draft — a proposed knowledge-base article. Approving and applying it publishes the draft to your article system.
• Exclusion — a proposed exclusion applied to triage.
• Agent feedback — a raw feedback note. Orion analyzes it into a concrete rule or article fix before it comes up for review.
• Task — a manual to-do created with the Send To action from a detail page (see Creating Issues in ServiceAI).

Issue statuses

Statuses fall into three buckets, which match the filter chips on the Issues page:

• Needs review — New, In Progress, Pending (awaiting Orion analysis), and Proposed (a concrete fix is awaiting review).
• Approved — Approved (ready to apply) and Implemented (shown as Applied).
• Rejected — Rejected and Will Not Implement.

The overall flow is Submitted → Proposed → Approved → Applied, and the Issues page shows this pipeline in its "How issues flow" panel. See Working Issues in ServiceAI for what each step involves.

The Issues page

Open Issues in the left navigation (the lightbulb icon). The navigation item shows a count badge of issues that currently need review. The page includes:

• KPI tiles — "Open issues", "Awaiting review", "Ready to apply", and "Applied".
• Filter chips — "Needs review", "Approved", and "Rejected", each with a live count. The chips are multi-select; "Needs review" is selected by default. A separate "Mine Only" chip limits the list to issues assigned to you.
• Type filter and search — an "All types" dropdown to filter by issue type, a "Search title…" box, and a "Clear" button when filters are active.
• The grid — columns for Type, Item, Status, Submitted by, Assigned to, and Date. Click any row to open the issue's detail page, where all review actions live.
• Right rail — a status breakdown and the "How issues flow" pipeline summary.

Learn more

• Creating Issues in ServiceAI — every way an issue can enter the queue, including the Send To share action and AI-generated recommendations.
• Working Issues in ServiceAI: Review, Approve, Apply, and Reject — the review workflow on the issue detail page.
• Using the Inbox and @Mentions in ServiceAI — how assigned issues and mentions reach you, and how the inbox counter works.