Ticket Overview

The tickets organized in views are listed in the Ticket Overview.
In the header area of the ticket overview you can switch between the different available views. Which views are available and their provided functionalities depend on the configuration of the views. For more information, see the article Managing Ticket Views.

This article gives you an overview of the various functionalities and features of the ticket overview page:
Fields of Ticket Overviews
Preview Tickets
Open a Ticket
Actions available in Ticket Overviews, including bulk updates
Search within Ticket Overviews
Using Filters
Sorting Tickets

General information regarding overview pages can be found in the article Overview Pages of Menu Items.

Fields of Ticket Overviews

Tickets can be listed in table or card form ( toggle function in the toolbar).

If you use the card form to list your tickets, the list contains the following default ticket fields that cannot be changed: Ticket no., Subject, Status, Created, Agent name, Customer, Priority, Type, Group and Ticket Tags.

When listed in table form, the displayed fields/columns and their order vary depending on the configuration of the Display Fields in the view. If secondary fields have been defined, the view contains the column 'more' with the possibility to expand the table rows ().

Default Ticket Fields

Description of available default ticket fields:

Ticket Number: Every request that comes into your helpdesk is converted into a ticket and is given a unique ticket number.
Subject: Subject of the ticket. Move the mouse pointer over the subject to display a Ticket Preview.
Status: This shows the current status of the ticket in its lifecycle.
Created: Creation date of the Ticket.
Channel: The icon shown identifies the type of communication channel through which the ticket was received by your helpdesk - e.g. the e-mail icon for a ticket received via an e-mail channel.
Agent Name: Agent to whom the ticket is assigned.
Customer: Name of the person who created / raised the ticket.
Priority: The importance associated with the ticket.
Type: Indicates the ticket type category in which the ticket is classified.
Group: Indicates the group in which the ticket is currently in.
Ticket Tags: Tags associated with the ticket.
Last Reply: In addition to an avatar that shows by whom (agent or customer), it also shows when the last response came. A red colored letter avatar with a C indicates that the last reply came from a customer. If the avatar is colored green with an A, it indicates that the last update was triggered by an agent.
Spam: The flame icon indicates whether the ticket is marked as spam.
Attachment: A paper clip icon to the right of the ticket number means that the ticket contains at least one attachment.

Preview Tickets

From any view list, a ticket can be previewed without actually opening it. Move the mouse pointer over the subject of a ticket to display the preview. Clicking on the subject opens the ticket and takes you to the Ticket Detail Page. A preview contains the following information:

Subject
Customer
Content of the original support request
If applicable, the 'Last Replay' with a colored letter avatar. The avatar shows whether the last reply sent was sent by an agent (A highlighted in green) or by a customer (C highlighted in yellow).

Open a Ticket

A ticket can be opened from a view list by clicking in the row in the table view and by clicking the subject in the card view - see also under Structure of the Ticket Detail Page.
A ticket can also be opened using the 'Edit' action selected from the Actions () drop-down list.

Actions available in Ticket Overviews, including bulk updates

From a ticket overview, actions can be performed on individual tickets as well as on multiple tickets at once.

Note: The actions available may differ based on the Role for the individual user.

Actions that can be performed on a single ticket

Available in ticket overviews under the Actions () drop-down list:

Assign to Me & Edit - A ticket that has not yet been assigned to an agent is assigned to the logged in user and the ticket opens.
Edit - The Ticket opens.
Assign to Me - A ticket that has not yet been assigned to an agent is assigned to the logged in user.
Steal Ticket - A ticket that is already assigned to a user/agent other than the logged in user is assigned to the logged in user with the 'Steal Ticket' action.
Resolve Ticket - The ticket is given the status that was set when configuring the status values under 'Usage' form field for solving tickets - by default this is the status 'Resolved'.
Forward
Delete Ticket

Actions that can be performed on a single ticket as well as on multiple tickets at once (bulk actions)

As soon as a ticket is selected by clicking the checkbox, additional actions appear in the toolbar of the ticket overview. By marking multiple tickets, a single action can be performed for multiple tickets, i.e. a bulk update will be performed.
All tickets displayed on a page can be selected by clicking the check box at the top left, which means a maximum of 64 tickets can be updated at the same time.

The following actions are available:

Merge
Resolve
Assign to
Delete
Change of Status, Group, Priority, Type and Ticket Tags

Note: Changes to the listed properties mean that the selected value of a property is assigned to the marked tickets and, in the case of existing values, replaces them. If you want to add additional tags to already existing tags in tickets, you have to do this for each ticket individually via the ticket detail page.

After selecting an action, a dialog box opens in which the selected ticket numbers are specified. Depending on the selected action, a drop-down list for selecting new values is included. In the 'Private Note' field, you can enter a comment regarding this action, which will be added to the ticket. Confirmation saves the action and closes the dialog box.

Search within Ticket Overviews

You can use the search field () to search through the ticket overviews using search terms that are case-insensitive. The ticket fields ticket number, customer, agent name and subject can be searched:

Search for ticket number(s)
Enter one or more comma-separated digits.
Search for customers or agents
As soon as the search term contains an '@', the customer and agent field is searched. It can only by searched with a single search term.
Search in the subject of the ticket
Entering a word or part of a word will search the subject of tickets. The search term can only consist of one word/part of a word.
For example, a search with "please", "script", "more" etc. will always result in the ticket with the subject "Please provide a more detailed description".

Using Filters

Just like the search within ticket overviews, the use of filters also limits the results of the ticket overview. This allows you to filter out and display the tickets that you want to work on. Possible filter options are: agent name, channels, priorities, status values, ticket tags and types. Which options are available in the ticket view used depends on the respective configuration of the view.

Sorting Tickets

You can sort tickets that are present in your view according to different criteria. See also Sorting Data Sets in Overviews.