Working with Ticket Views and Filters

Ticket views and filters help agents focus on the tickets that are relevant to their work.

Ticket views

Views organize ticket lists around a useful operational purpose, such as open work, assigned work, overdue work, or another configured set of conditions.

Filtering

Filters temporarily narrow the visible ticket list according to selected criteria.

Depending on available fields, you may filter by properties such as:

• status
• priority
• assigned team
• assigned agent
• requester
• company
• dates
• SLA-related conditions
• configured fields

Sorting

Sorting changes the order of the visible records without changing the records themselves.

Useful sorting options may include creation date, modification date, due date, or other supported ticket attributes.

Columns and list presentation

Where available, configure list columns so the most important ticket information is visible without opening every record.

Good practices

Use views for recurring workflows and filters for temporary investigations.

Always confirm active filters before assuming a ticket is missing from the Helpdesk.