You can keep track of the tickets with Shared Ownership enabled from the Tickets page.

  • You can see all the tickets that are shared with you, or the tickets that you have shared, through the respective ticket views.


  • You can further filter the tickets based on internal agents and/or internal groups by using the ticket filters.


Note: If a ticket is created with an internal group but without a primary group or agent, it will be counted as an unassigned ticket. 


You can keep track of the tickets with Shared Ownership enabled from the Tickets page.

  • You can see all the tickets that are shared with you or the tickets that you have shared through the respective ticket views.


  • You can further filter the tickets based on internal agents and/or internal groups by using the ticket filters.


As a supervisor, you can even apply these filters to the unresolved tickets view from the dashboard. 

  • To use this, go to the dashboard and select Unresolved Tickets.

  • Click on Filter and select Internal Group or Internal Agent and specify the name to filter the tickets and display the count below.


Note: If a ticket is created with an internal group but without a primary group or agent, it will be counted as an unassigned ticket.