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Ticket views


Once you login, you will see all the new tickets in your helpdesk and the tickets assigned to you that are open. If you would like to see a different view of tickets, you can click on the hamburger menu and choose a ticket view from the dropdown. Here's the All Tickets view:



 

If you want to see only tickets assigned to you that are open and pending, choose the ‘My Open and Pending tickets’ from the dropdown. The next time you open the app, the view you last chose will be shown automatically.


Swiping right on a ticket will let you perform a couple of quick actions on the ticket:


Hitting 'Pickup' will assign the ticket to you.


Search




You can search for tickets, customers and even knowledge base articles (solutions) in the helpdesk.

  • Click on the Search icon from the navigation bar in the bottom and type what you want to look up

  • You can switch between results for ‘Tickets’, ‘Customers’ or ‘Solutions


View ticket properties


The priority, group/agent assigned, and status is displayed as part of each ticket in the list. The current SLA situation - new, overdue or otherwise - can also be seen in the top right corner of each ticket. 


Bulk ticket actions

 

Click and hold on a particular ticket to use the bulk action mode. Select all the tickets you want to be performing the same actions on. You can bulk assign, bulk close, merge, or execute scenarios by using the corresponding buttons at the bottom of the screen. Click on the ‘more’ icon in the corner (the three horizontal dots) to be able to delete the tickets you selected or mark them as spam. 


Navigating within a ticket

 

Click on a ticket to open the conversation. You can go to the next or previous ticket in the list by swiping to the right or left. You can view individual replies fully by clicking on it. The more option (represented by three-dots) against every reply will bring up options that you can use to forward or delete that particular response. Scroll up or down to see the next or previous reply in the conversation thread.



Read next: The Ticket Guide - Reply, Attach files, and modify Ticket Properties