Overview
The All 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.
Searching tickets
Using the search field you can search the following fields. Search is processed in real time as you type.
- Ticket title
- Customer name
- Customer email
- Assignee name
- Team name
- Channel type
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.Adding a filter
To add a filter:- Click on Add filter button
- Select a filter field from the dropdown
- Choose the values you want to filter by
Available filter fields
You can filter tickets by the following fields:| Field | Description |
|---|---|
| Status | The current status of the ticket (e.g., done, processing) |
| Resolution status | Whether the ticket has been resolved and how |
| Assignee | The human agent assigned to the ticket |
| Team | The team responsible for the ticket |
| Channel | The communication channel (e.g., email, chat) |
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.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.
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.Removing filters
To remove a filter, click the × button next to the filter tag. To clear all filters at once, click Clear filters.Column visibility
You can customize which columns are displayed in the ticket list using the Columns dropdown. This allows you to show only the information that’s relevant to your workflow.
Managing columns
To change column visibility:- Click the Columns dropdown button
- Check or uncheck the columns you want to show or hide
- Changes are applied immediately
Default columns
The following columns are visible by default:- Ticket #
- Title
- Customer
- Channel
- Priority
- Status
- Assigned to
- Team
- Last activity
Additional columns
These columns are hidden by default but can be enabled:- Resolution status
- Created
- Customer email