The Tickets tab lets you filter out and view a list of tickets that you'd like to work on. You can filter out tickets by source, type, status, agents assigned to, tags, products, and even the custom fields (dropdown and dependent fields only) that you have created. When you enter a new set of filter conditions, the colour of the name of the View, on top, changes to orange.
You may find these filter fields useful when you are trying to filter tickets came from specific Clients.
You can either filter your tickets by the Type, Source (via Phone or Email), Tags (Support CRF or Chargeable CRF), Customers (Client), or by Requester (from Whom exactly, the name or email)
The Default Views Cheat Sheet
| View | What it shows |
| My Open and Pending Tickets | All tickets assigned to you whose status is either 'Open' or 'Pending' |
| My Overdue Tickets | All tickets assigned to you that were due before Today |
| Open Tickets in My Groups | All tickets in groups you are a member of, with status 'Open' |
| Urgent and High Priority Tickets | All tickets in your helpdesk with Priority marked as 'High' or 'Urgent' |
| New & My Open Tickets | All tickets assigned to you with Status 'Open', and all Unassigned tickets in your helpdesk |
| All Unresolved Tickets | All tickets in your helpdesk which are not 'Resolved' or 'Closed' |
| All Tickets | All tickets in your helpdesk |
| Tickets I Requested | All tickets in your helpdesk which you have raised/have the requester field set to your name |
| Tickets I’m Watching | All tickets that you have been added as a watcher for (may be assigned to anyone) |
The ticket view automatically indicates that a reload is required when new tickets fall in the particular ticket view you have selected.
Note: If you would like your 'Tickets' tab to always open out on a custom view upon logging into your helpdesk, you can set/open the required custom view before signing out.