Work the ticket inbox

Get oriented

The Tickets page is your shared inbox. Across the top, tiles show live counts such as Open, Pending, Unassigned, and Assigned to me. Select a tile to filter the list. When service levels are on, Overdue and Due today tiles appear too. An administrator chooses which tiles are shown under Workspace experience.

Search

Search by subject, contact, tag, or ticket number such as #1042. Results update as you type. Press / to jump to the search box from anywhere on the page. The message icon next to the box also searches the text of messages, which takes a little longer.

Filter

The filters beside the search box narrow the list by assignee, status, priority, type, and created date. Open Filters for more: group, contact, category, subcategory, tag, and resolved or closed dates. Combinations you use often can be saved and applied again with one click.

Sort and layout

Sort by last updated, ticket number, priority, status, contact, or agent. Switch between list, card, and table layouts to suit how you work.

Update many tickets at once

Tick the rows you want. A bar appears where you can change the assignee, group, status, priority, or type for all of them, export them to CSV, or delete them. Deleting cannot be undone.

What you see depends on your access

Each person has a ticket visibility setting: only the tickets assigned to them (plus the unassigned queue), the tickets of their groups, or all tickets. Counts and lists always follow that setting. See Roles and permissions.

The inbox updates itself as your colleagues work, and a banner tells you when something has changed.