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Predefined default Ticket Views or filters

Updated on : August 29, 2022

The following are some of the predefined default ticket views for agents. Also, agents can create their views and save them.

Default ViewsFilter CriteriaDescription
All Unassigned TicketsAgent and group – EmptyTickets in which agent and group fields are empty.
Requested By Me Requester – Current-userTickets in which the current user is the ticket’s requester.
My Resolution Overdue TicketsAgent – Current-user Resolution – Overdue Status-category – PendingHolds the tickets assigned to the currently logged-in user, where the status category is pending and resolution time is less than the current date-time.
My Todays Resolution Due TicketsAgent – Current-user  Resolution – Due by today Status-category – PendingAll the tickets assigned to the currently logged-in user has the status category as pending, and resolution time within a current day (12:00 AM – 11:59 PM)
My Pending TicketsAgent – Current-user Status-category – PendingAll the tickets are assigned to the currently logged-in user where the status category is pending.
All Tickets Resolution Due TodayResolution – Due by today Status-category – PendingHolds all the tickets with the status category as pending and resolution time within a current day (12:00 AM – 11:59 PM).
Tickets I am WatchingWatcher– Current-userHolds all the tickets that the current users are watching.
Tickets I’m Mentioned On@mentioned user is the Current user
All the tickets where current user is mentioned either in public or private message
All Unsolved Tickets in my groupGroups – Current user group Ticket status – Not in solved and closedHolds all the tickets that are not in solved or closed status and assigned to the current user group, but the agent field is empty.
All Unsolved TicketsTicket status – Not in solved and closedHolds all the tickets where the status is not solved or closed.
My Unsolved TicketsAgent – Current-user Ticket status – Not in solved and closedHolds all the tickets assigned to the currently logged-in user where the ticket status is not solved/closed.
All Pending TicketsStatus category – PendingHolds all the tickets where the status category is pending.
All Response Overdue TicketsResponse due – Overdue Status category – PendingHolds all the tickets with a response due as overdue and the status category as pending.
My Response Overdue TicketsAgent – Current-user Response due – Overdue Status category – PendingHolds all the tickets assigned to the current user and response due as overdue, and the ticket status category is pending.
SLA Breached TicketsSLA-breached-count > 0Holds all the tickets where SLA is breached at least once, maybe response/resolution due.
Tickets I am cced onCC – Current-userHolds all the tickets where the current user is present in CC.
All Resolution Overdue TicketsResolution – Overdue and Status category – PendingHolds all the tickets where resolution is overdue, pending status category.

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