The ticket list

Click My Tickets in the help desk’s top bar. As a staff member you get the Staff Tickets list rather than the customer one. Opening it needs the permission to view tickets.

Which tickets you see

You see a ticket if any of these is true:

it is assigned to you;
it is in one of the departments your account may work;
you are a watcher on it.

A role with the permission to see all tickets sees every ticket, whatever the department.

Tabs

Box	Shows
Open	Tickets waiting for the team: not answered, not closed, and not deferred to a later date.
Closed	Closed and merged tickets.
Answered	Tickets the team has answered, waiting for the customer.
Overdue	Open tickets marked overdue.
Snoozed	Open tickets deferred until a later date. They come back to Open when the date arrives. See Defer until.
All Tickets	Everything you can see.

Each ticket

Each row shows the customer, the subject and department, the status and priority, Ticket ID, Last Reply, Assigned To (or Unassigned) and Due Date. Labels flag tickets that are Overdue, Locked, Snoozed or came in by e-mail (Email Tickets), and, where a service level applies, SLA due, SLA breached or Paused, awaiting customer.

Click the subject or View to open the ticket. See Working a ticket.

Search and sort

Type in Ticket ID, From, Email or Subject and click Search. Show all filters adds the department, priority, start and end dates, the staff member a ticket is assigned to (if you may view staff), All Tickets or Assigned to Me, a tag, and any searchable custom fields. Reset clears everything.

Sort with the list above the tickets (Subject, Priority, Ticket ID, Answered, Status, Created) and the arrow button beside it.

Saved views

A saved view stores a search, a tab and a sort order so you can bring them back with one click. You need the permission to manage saved views.

Set up the list: search, pick a tab, change the sort.
Under Save current filters, type a Saved view name.
In Visible to, choose Only me, My team (same role) or Everyone.
Tick Make this my default view if you want the list to open this way.
Click Save View.

To use a view, pick it under Saved Views and click Apply View. The same bar has Make default (or Remove default) and Delete view. Your default view opens whenever you click My Tickets.

Bulk actions

Tick the box on each ticket you want to change, or Select All. Then choose an action under With selected:

Action	Needs permission to
Close	close tickets
Reopen	reopen tickets
Assign to Staff	assign tickets
Change Priority	change priority
Move to department	transfer tickets between departments
Add Tag	manage ticket tags

For actions that need a value, such as the staff member or the priority, a second list appears. Click Apply. Only the actions your role allows are offered, and tickets you can’t open are skipped.

Opening a ticket for a customer

When a customer phones or writes to you directly, you can open the ticket for them. You need the permission to add tickets.

Click Submit Ticket in the top bar.
Under User, click Select User, search by Username, Full Name or Email address, and pick the customer. Their details fill in.
Fill in the department, help topic, priority, subject and Issue Summary, as a customer would.
Use the staff-only fields if you need them (see below).
Click Submit Ticket. You are taken back to the ticket list.

Staff-only field	What it does
Canned Response	Pick a saved answer to put in the message. Append adds it to what you typed instead of replacing it. Only on new tickets.
Internal Note Title and Internal Note	A note on the ticket that the customer never sees.
Assign To	Assigns the ticket straight away. Shown if you may assign tickets.
Due Date	When the ticket should be resolved.
Attachments	Shown if you may add attachments.

Which of these appear, and which are required, depends on how the ticket form is set up in the administrator.

The same form opens when you click Edit Ticket on a ticket (permission to edit tickets). There, Internal Note Title shows the hint Reason for edit.