Understand the Ticket List View

Created by Yamuna BR, Modified on Thu, 8 May at 1:03 PM by Yamuna BR

Overview of the Ticket List view

When you go to the Tickets tab, there is a lot of information on the page.

A marked overview of the Ticket List page.

The segments of information are as follows:

Ticket list: The list of tickets that have arrived in your Helpdesk. At the top of the list are options to sort your tickets and switch between the Card, Inbox, and Table View layouts.
Filters panel: A list of ticket fields that you can use to filter the tickets shown in the list.
Ticket Views button: Access your saved filter views.

Layouts and sorting for your ticket list

The different layout options available are:

Card: The default layout, which 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.
Table: Offers a more comprehensive view and options to modify the layout. In addition to the fixed columns (Contact and Subject), you can also include additional columns in the table view according to your preferences.
Inbox: Provides a user-friendly mailbox experience that allows you to effortlessly manage and organize your tickets efficiently.

Note: You can choose your preferred layout only if your Admin enables the relevant Ticket View Layout option in Helpdesk Settings. However, if the admin sets a specific layout (Table, Card, or Inbox) as the default view, the Ticket List will be displayed in that layout, and will not have the option to change the layout.

Change to the Table View layout near the top-right corner of the ticket list.
Click Edit (pencil icon) next to the table headers.
In the dropdown, search for or select the fields you want in your table.
Drag the fields to rearrange them and click Apply.

In any layout, you can sort the tickets in chronological or reverse chronological order. Admins can set sorting preferences for all agents.

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

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.

The Filters panel

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 set up for your organization.

Freshdesk provides a wide range of filters to narrow down your ticket list. For example, you can filter by:

Assigned teams and members —Filter by Agents and Groups.
Ticket properties—such as Priority, Source, Type, and Status
Custom fields—any dropdown and dependent fields created by your admins.
Customer details—Filter by Contacts and Companies using either customer names or emails.

For dropdown fields (default and custom), you can also click the filter label to select a NOT version, i.e. a "does not include" filter.

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 ticket 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.

The Ticket Views button

A “Ticket View” is a saved collection of filters that allow you to organize the tickets in different categories:

Personal: Your own saved views. See Create custom ticket list views to create personal views.
Shared: Vews shared with you by others. See Create custom ticket list views to create shared views.
Favourites: Views you have marked as favourites. For example, you can mark the "Tickets shared with me" view as a favourite for quick access. See Create a favourite view to create favourite view.
Default: default views (see below)
Trash, Spam, and Archive

Click on a saved view to instantly apply the associated filters to your ticket list. You can also use the search box to quickly find the view you are looking for.

To help you easily access and navigate the tickets, the views remain sticky, ensuring they are always visible even when you switch between views. You collapse the view by clicking on the filters icon in the top-left corner.

Permission for 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.

Go to Admin > Roles and choose a role, e.g. Supervisor.
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.

Default ticket views

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 the status 'Open'
Urgent and High-Priority Tickets	All tickets in your helpdesk with Priority marked as 'High' or 'Urgent'
All tickets	All tickets created in your helpdesk in the last 30 days
All undelivered messages	All ticket replies that were not delivered to the customer
All unresolved tickets	All tickets in your helpdesk which are not 'Resolved' or 'Closed'
New and my open tickets	All tickets assigned to you with the Status 'Open', and all Unassigned tickets in your helpdesk
Tickets I raised	All tickets in your helpdesk that have the requester field set to your name
Tickets I'm mentioned in	All tickets in your helpdesk that you've been tagged in by anyone
Tickets I’m watching	All tickets that you have been added as a watcher for (may be assigned to anyone)
Spam	All tickets marked as Spam
Trash	All tickets that have been deleted from your helpdesk

Create custom ticket list views

Note: Custom ticket views are available from the Growth plan.

Create views by applying your desired ticket filters and save them as personal or shared views.

To create a custom ticket list view:

Apply a list of desired ticket filters to customize your view.
Click the Tick (save) icon visible. Based on the filter setup, the Save option varies:
- Save view: Updates an existing saved view if new filters are applied.
- Save view as: Creates a new view with the applied filters. A pop-up will prompt you to name your view and set its visibility.
- Just me: Saves the view as a personal view. You can view all your personal views under the Personal folder.
- All agents: Share the view with other team members and view them under the Shared folder.
To undo changes and reset the view, click the cross icon.
Click the Ticket Views button to access your saved views.

Create a favorite view

Mark any custom or default view as a favorite for easy access under the Favourites folder. For example, you can mark all unresolved tickets as a favorite to easily access it. You can also view the number of tickets in each Favourite view.

To mark a view as a favorite, click on the star icon next to a saved view. The icon will also appear next to the view name at the top of the filter. To remove it as a favorite, click on the star icon again.

Note: You can mark up to five views as favourites.

Apply bulk updates to tickets

The ticket list view also allows you to perform actions on multiple tickets at once.

In the ticket list view, apply your choice of filters or use the search bar to find the tickets to update.
Click the checkmark next to the tickets to update and click Bulk Update.
In the Bulk update panel, check the ticket fields to update, provide the details, and click Update.
If you change the Status to closed, you may get an error if you haven't provided mandatory fields. Provide those values and click Update.