Working with the Ticket Queue

The Ticket Queue

The ticket queue is the central workspace for agents and managers. It lists all tickets matching a selected view filter.

Built-In Queue Views

The sidebar within the Helpdesk module shows these default views:

Custom Views

Admins and Managers can create custom saved views:

1. Open Helpdesk → Views (or click the + New View link in the sidebar).
2. Define filter criteria:
   • Status, Priority, Type, Assignee, Customer, Tags
   • Date ranges (created, updated, SLA due)
   • Free-text search
3. Give the view a name and choose whether it is shared (visible to all agents) or private.
4. Click Save View. It appears in the sidebar under the built-in views.

Filtering and Searching

At the top of the queue, the filter bar lets you narrow the current view without saving:

• Type a keyword to full-text search titles and descriptions.
• Click filter chips to add/remove status, priority, assignee, or customer filters.
• Use the date picker to see tickets updated within a time window.

Sorting

Click any column header to sort. Useful combinations:

• SLA Response Due ascending — surface the most urgent tickets first.
• Updated At descending — see what has changed recently.
• Priority descending + Created At ascending — classic triage order.

Bulk Actions

Check the boxes on the left of multiple tickets to enable bulk actions:

• Assign to me — claim all selected tickets.
• Assign to agent — reassign in bulk.
• Set priority — update priority on all selected.
• Set status — move multiple tickets to the same status.
• Add/remove tags — tag management in bulk.

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