You closed a bunch of tickets and your XP bar didn't budge. Here's what's probably happening.
1. The Ticket Wasn't Actually Closed
XP is awarded when a ticket reaches Closed status. If it's sitting in Resolved, Pending, or any other intermediate state, no XP yet. Check the status and close it if the work is done.
2. You're Not the Assigned Agent
XP goes to whoever is assigned when the ticket closes. If you helped but weren't assigned, you won't see XP. Ask your teammate to send you a 1-Up for the assist.
3. Sync Delay
There's sometimes a few seconds between closing a ticket and seeing your XP update. Refresh the page if it's been more than 10 seconds.
4. Gamification Is Turned Off
XP only accrues when boss battles and gamification are enabled for your team. If your team turned off Gamification during onboarding, no XP, no levels, no quests. The team Owner or Admin can re-enable it under Settings → Global → Game Settings.
How XP Works
Base XP depends on ticket priority:
| Priority | Base XP |
|---|---|
| Low | 10 |
| Normal | 25 |
| High | 50 |
| Urgent | 75 |
(If your team uses a "Critical" priority label, that maps to urgent under the hood and pays the same 75 XP.)
Multipliers stack on top:
- Efficiency: 1.5x for quick wins (2 messages or fewer), 1.0x for normal (3-4 messages), 0.75x for lengthy (5-6), 0.5x for problematic (7+)
- Combos: up to +25% bonus when you close tickets within 3 minutes of each other (5% per combo level, capped)
- Streaks: bonus XP at 3 (+25 XP), 5 (+50), 10 (+150), and 25 (+500) consecutive low-message resolutions
- CSAT: 5-star ratings add 25%, 4-star adds 15%
Check Your History
Your profile shows recent activity with XP breakdowns per ticket. If something looks wrong, check there first. It'll show exactly what counted, what didn't, and which multipliers fired.
Still Off?
If you've verified the above and XP isn't tracking, check the browser console (F12) for errors and contact support with the ticket ID and timestamp.