# Investigate Tickets Without The Expected Topic

## Issue(s)

A ticket appears under **No Topic** or a different topic from the one you expect.

## Environment

- You can inspect the **Topics** view and the affected **Zendesk** ticket.

## Cause(s)

- The ticket may not have a level-one or level-two topic assigned.
- **Status**, channel, **Brand**, or **Group** filters may put the ticket in a different **Topics** slice.
- The topic update may not yet be reflected in the current report.

## Diagnostic

1. Check the ticket’s topic fields and current status in **Zendesk**.
2. Match the **Topics** page and section-level status and channel filters to that ticket.
3. Compare **L1** and **L2** topic counts with the ticket’s assigned topic level.
4. Refresh and check freshness; if it remains unexpected, send support the ticket, expected topic, and report scope.

> Canonical page: https://zenops.cx/help/articles/investigate-tickets-without-the-expected-topic/
> Audience: For managers and team leads
> Summary: A ticket appears under No Topic or a different topic from the one you expect.

## Notes on this article

### Note: Check the scope

In diagnostic. A No Topic count can represent unclassified tickets rather than a missing topic configuration.