Use views and filters to find tickets

The Tickets page lists every ticket. A view decides which ones you see.

Pick a view

The panel on the left lists views under STARRED VIEWS and ALL VIEWS. Ready-made views include:

• All Tickets, Open Tickets, My Open Tickets
• Unassigned Open Tickets
• Overdue Tickets and Tickets Due Today
• On Hold Tickets and Escalated Tickets
• Closed Tickets and My Closed Tickets
• Answered by AI Agent

Choose the star beside a view to keep it under STARRED VIEWS. Use the search box above the list to find tickets by what they say.

Filter a view

1. Choose Filter above the list. A filter panel opens on the left of the list.
2. Open the + Add filter… menu and pick a field, such as Status or Priority. A few special filters, like Tags, are at the top of the menu.
3. Pick an operator, then fill in the value. The operators depend on the field: text fields offer is, isn't, contains, starts with and is empty; dropdown fields offer is and isn't; number fields offer =, <, > and between; date fields offer on, before, after, between, today, this week and in the last N days.
4. Add up to 5 conditions. The ticket must match all of them. Remove one with the close button beside it.
5. Choose Apply filter. Choose Clear to remove the conditions.

To keep a set of conditions, choose + (Create Custom View) in the views panel. Your saved views appear in My saved filters and in the view list.

Change how the list looks

• Tickets show as cards by default. Choose Classic View for a table.
• Choose the arrow next to it to sort by Created Time, Modified Time, Due Date, Priority or Status.
• The footer shows the count and page. Use the arrows to move between pages.

Queues

Under QUEUES in the left panel:

• Agent queue shows open tickets in a column per agent, plus Unassigned, soonest due first.
• Team queue shows the same per department.
• Tags lists tickets by tag.
• Scheduled replies lists replies waiting to be sent.