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The Tickets tab gives you an overview of the tickets in your account and allows you to filter them to make management easier. You can take bulk actions on tickets from this tab.

When you have more than 30 tickets, you can also adjust your view to display 30, 50, or 100 tickets on a page. This selection is local to an agent and is reset per session.


TABLE OF CONTENTS


Card View and Table View layouts

The default Card View layout is designed only to surface the most important information for you. Each ticket is represented by a card where you can update its Priority and Status, and assign it to an Agent and Group.


You may also switch to the Table View layout, which is editable, more detailed, and customizable.

  1. Change to the Table View layout near the top-right.
  2. Click Edit (pencil icon) next to the table headers.
  3. In the dropdown, search for or select the fields you want in your table.
  4. Rearrange the fields by dragging them up or down in the list and click Apply.


For either layout, you can sort your tickets in chronological or reverse chronological order. Admins can set sorting preferences for all agents.

  1. In the portal, click on your profile picture in the top-right corner and click Profile settings.
  2. Find the Sort conversations section in the right pane.
  3. From the dropdown, select Show oldest on top or Show newest on top based on your preference.
  4. Near the bottom of the page, click Save Changes.


About filters

The FILTERS panel is on the right side of the Tickets tab. You may need to toggle the Show/Hide filters button to see it. Use the Search field to quickly find filters that are set up for your organization.

FreshDesk provides a wide range of filters to narrow down your ticket views. For example, you can filter by Agents, Groups, Priority, Source, Type, Status, and even custom fields that you’ve created (dropdown and dependent fields).


You can also use various date and time filters, including custom date fields created by admins. For example, you can view tickets resolved or closed in the past 1 hour.

  • Created: View tickets based on their creation date/time.
  • Closed at: View tickets closed at a specific date/time.
  • Resolved at: View tickets resolved at a specific date/time.
  • Resolution due by: View tickets that must be resolved before a particular day or time.


Admins may set up custom fields so that agents can refer to past events and track future follow-ups. For example, an airline might require the following fields:

  • Booking date: Find tickets about a customer's booking dates.
  • Approval date: View tickets that were approved in the past, or need to be approved in the future.
  • Scheduled departure dates: View tickets for upcoming flight departures.




To get date-based filters, contact support@freshdesk.com. Alternatively, use Scheduled reports where you can filter the reports based on companies and save them.


Default and custom ticket views

A “Ticket View” is a predefined set of filters that allows you to quickly find tickets by use case. The Ticket Views button in the top-left corner gives you a categorized list of custom views:

  1. your personal saved views,
  2. views shared with you by others,
  3. default views (see below),
  4. Trash, Spam, and Archive.


When you create a custom view by applying a list of filters, two icons appear next to the Ticket Views button.

  • If you no longer need the custom view, click the Discard changes icon.
  • If you need to access the view again later, click the Save view as icon. A dialog pops up where you can name your custom view and set its visibility. After you Save, your view becomes available in your list of saved views.


Tip: Your ability to modify list views depends on your role. See Controlling agent access with roles.


Default views

ViewWhat it shows
My Open and Pending TicketsAll tickets assigned to you whose status is either 'Open' or 'Pending'
My Overdue TicketsAll tickets assigned to you that were due before 'Today'
Open Tickets in My GroupsAll tickets in groups you are a member of, with the status 'Open'
Urgent and High-Priority TicketsAll tickets in your helpdesk with Priority marked as 'High' or 'Urgent'
All ticketsAll tickets created in your helpdesk in the last 30 days
All undelivered messagesAll ticket replies that were not delivered to the customer
All unresolved ticketsAll tickets in your helpdesk which are not 'Resolved' or 'Closed'
New and my open ticketsAll tickets assigned to you with the Status 'Open', and all Unassigned tickets in your helpdesk
Tickets I raisedAll tickets in your helpdesk that have the requester field set to your name
Tickets I'm mentioned inAll tickets in your helpdesk that you've been tagged in by anyone
Tickets I’m watchingAll tickets that you have been added as a watcher for (may be assigned to anyone)
SpamAll tickets marked as Spam
TrashAll tickets that have been deleted from your helpdesk


Managing ticket list views

As an admin, you can decide to provide permissions to your team to manage personal or shared ticket list views using roles.

  1. Go to Admin | Roles and choose a role, e.g. Supervisor.
  2. Under Tickets, you can change the permission to:
    • Manage personal list views: Agents may create ticket views only visible to them. They can use views created by others but cannot modify or delete them.
    • Manage shared list views: Agents may create personal or shared ticket views. They can modify and delete views created by others.