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Overview

The Tickets view allows you to browse all tickets, regardless of whether they’ve been handled by you, another agent or the AI. This view is useful for team leads to track the status of all tickets and for Human Agents to see all their assigned tickets, including those where you wait for customer input. Screenshot of all tickets view

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Searching tickets

Using the search field you can search the following fields. Search is processed in real time as you type. Search field Available search fields:
  • Ticket title
  • Customer name
  • Customer email
  • Assignee name
  • Team name
  • Channel type

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Filtering tickets

We support filtering tickets using a combination of filters, similar to tools like Linear. Filters allow you to narrow down the ticket list to find exactly what you’re looking for.

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Adding a filter

1

Click Add filter

Click the Add filter button.
2

Select filter field

Select a filter field from the dropdown.
3

Choose values

Choose the values you want to filter by.
Filter menu

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Available filter fields

You can filter tickets by the following fields:
Use Rating = Unrated together with AI-handled filters to find conversations that still need a quality review. See Conversation rating.
Add filter menu with Workspace

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Inverting filters

Each filter can be inverted to exclude specific values instead of including them. When you add a filter, you can toggle the filter to is not mode, which will show all tickets where the field does not match the selected values.
Use inverted filters when you want to exclude a small number of values. For example, filter where status is not “done” to see all active tickets.

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Combining multiple filters

You can add multiple filters to refine your search. All filters are combined using AND logic, meaning tickets must match all active filters to appear in the results. Screenshot of combined filters
Example: If you add a filter for Status = processing and Team = Support, only tickets that are both in processing status and assigned to the Support team will be shown.

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Removing filters

To remove a filter, click the × button next to the filter tag. To clear all filters at once, click Clear filters.

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Column visibility

You can customize which columns are displayed in the ticket list using the column menu — the pencil icon at the top-right of the table (labelled Adjust columns and sorting). This allows you to show only the information that’s relevant to your workflow. Screenshot of column visibility

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Managing columns

1

Open the column menu

Click the pencil icon at the top-right of the table.
2

Toggle columns

Check or uncheck the columns you want to show or hide. Changes are applied immediately.

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Default columns

The following columns are visible by default:
  • Ticket #
  • Title
  • Customer
  • Channel
  • Priority
  • Status
  • Assigned to
  • Team
  • Last activity

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Additional columns

These columns are hidden by default but can be enabled:
  • Resolution status
  • Created
  • Customer email
  • Rating
  • Workspace (only available when multiple workspaces exist)
Enable the Customer email column when you need to quickly identify or copy customer contact information without opening individual tickets.

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Reordering columns

You can change the order of the columns by dragging them directly in the table. Hover over a column header to reveal its drag handle (the grip icon), then drag the column left or right to reposition it. The new order is applied immediately.
Every data column can be reordered. Column order, like column visibility, is remembered per saved view.

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Saving a view

Once you’ve set up filters, columns, and sorting the way you like, you can save that combination as a reusable tab so you don’t have to rebuild it each time. See Saved views for details.