Sorting Tickets
The best practice would be to sort tickets based on the priority of tickets. But you can also sort by the date created, due by time, last modified tickets, and status.
Page Layout
- Card Layout: Condensed version of ticket properties
- Table Layout: Detailed version of ticket properties
Ticket Views
Default ticket views are available in your helpdesk by default:
- My open and pending tickets: Tickets assigned to you that are in open or pending state
- My overdue tickets: Tickets that exceeded the response/resolution due date
- Open tickets in my groups: Tickets assigned to the agent’s associated groups whose status is ‘Open’
- All tickets: All tickets permitted in the agent's view
- All unresolved tickets: All tickets except closed and resolved tickets
- New and my open tickets: Tickets that are unassigned and the tickets that are open
- Tickets I raised: Tickets raised by the agent on behalf of the customer
- Spam: Tickets marked as spam
- Trash: Deleted tickets
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