> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rulebase.co/llms.txt
> Use this file to discover all available pages before exploring further.
# Open a ticket's QA workspace
> Read the AI score, its per-criterion reasoning, the conversation, and the ticket's history from the single screen where a reviewer does the work.
Opening a ticket from any QA list puts you on the same screen: the evaluation on
the left, the ticket itself on the right, and a thin top bar that moves you between
tickets. Everything a reviewer needs to agree or disagree with a score is on it.
## The layout
The **top bar** holds the back arrow, the review tabs, and **Previous** / **Next**.
Those two buttons walk the list you arrived from, in the order it was in, so a filtered
list works as a queue: filter down to what you want to review, open the first
one, and work forwards.
The **left panel** is the evaluation: a headline score, then one tab per agent on
the ticket, then a card for each criterion on the scorecard.
The **right panel** is the ticket: **Details**, **Timeline**, and **Conversation**,
each of which collapses. On a narrow window it hides entirely rather than
shrinking, and a **Conversation details** button appears in the top bar to bring it
back.
## Reading the score
Under the heading **Quality score**, a coloured tile carries the number and a
**Summary** beside it gives Rulebase's account of what happened on the ticket in a
few sentences. Red, amber, and green come from your organization's risk thresholds
rather than a fixed cutoff, so 44 can be red in one organization and amber in
another.
Click the small information icon on the tile to break the number down. The tooltip
lists every evaluator and scorecard that contributed, which is the fastest way to
tell whether the headline is one AI score, an average across two agents, or a
manual score sitting on top of an AI one.
A ticket handled by more than one agent gets one tab per agent under the score
tile, and each agent is scored separately. The tab you are looking at is one
agent's evaluation, not the ticket's. Hover a tab to reveal a **⋮** menu with
**Add to coaching**, which sends this ticket into that agent's coaching queue.
Under the tabs, a row reads `Priya Nair's score • Support QA` and repeats the score
for that specific agent and scorecard. If the same agent was scored against more
than one scorecard, the scorecard name becomes a dropdown.
* **Auto-Zero** — a criterion marked as an auto-fail was failed, so the whole
scorecard result is zero regardless of what else went well.
* A score badge with a tooltip — a score cap was applied, and the tooltip says why.
## Reading the reasoning
Each criterion is a card: the question from the scorecard, the outcome as a pair of
badges (`Fail` and `0 / 30`), and beneath it the AI's explanation of how it reached
that outcome against this specific conversation.
Review the explanation, not just the score. If it cites a moment that did not
happen, or misses one that did, that is a scoring error, and the thumbs up and
thumbs down on each card are how you say so. [Give feedback on AI
QA](/guides/quality-assurance/give-feedback-on-ai-qa) covers what happens next.
A **View explanation** control appears on cards where there is more underneath:
the justification the AI selected, or an answer drawn from your knowledge base with
the sources it used. Not every card has one, and its absence just means the
reasoning above is the whole story.
Scan the criterion cards before you read the transcript. You will read the
conversation differently once you know which two moments are in dispute, and it
takes half the time.
## The ticket panel
**Details** carries the facts you need to judge context or to go and look at the
original: the customer, ticket status, the assignee, when it started, and the
ticket ID as a link out to the source help desk. **View more** expands the rest:
when the ticket was evaluated, when Rulebase imported it, and any custom fields
that came across from your help desk.
The **Tags** row is editable: the **+** applies an existing Rulebase tag or creates
one on the spot. The **Tags**
filter is only offered on an **Interactions** view, not on the QA **Tickets** view,
so tag now and filter there.
**Timeline** is the review history rather than the ticket history: who this ticket
was assigned to and when, and any contests raised against its scores.
**Conversation** is the exchange itself, customer messages and agent replies in
order.
## When there is no AI score
Not every ticket has one, and the workspace tells you which case you are in rather
than showing a blank panel. **Evaluation skipped** comes with the specific reason,
often that the ticket is not closed yet, or that a linked ticket in the thread is
still open. **Evaluation failed** means it ran and errored. **Evaluation
scheduled** means it is queued. **No QA evaluations** means nothing was ever
attempted.
Each of those states offers a button to move it along: **Try again** after a
failure or a skip, **Run now** on a scheduled evaluation, and **Request evaluation**
where nothing has run. [Why wasn't my ticket
evaluated?](/guides/troubleshooting/why-wasnt-my-ticket-evaluated) covers the
reasons in depth.
None of it stops you scoring the ticket yourself. The **+** beside the review tabs
adds a **Manual evaluation** tab and starts one, whether or not the AI got there
first. See [Perform a manual
evaluation](/guides/quality-assurance/perform-a-manual-evaluation).
## Related
* [Find tickets and evaluations](/guides/quality-assurance/find-tickets-and-evaluations)
* [Perform a manual evaluation](/guides/quality-assurance/perform-a-manual-evaluation)
* [Give feedback on AI QA](/guides/quality-assurance/give-feedback-on-ai-qa)
* [How AI QA works](/guides/concepts/how-ai-qa-works), for what produced the score
before you opened it
* [Why is my score different?](/guides/troubleshooting/why-is-my-score-different),
when the number here disagrees with a report