Category / Section
Predefined default Ticket Views or filters
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The following are some of the predefined default ticket views for agents. Also, agents can create their views and save them.
Checkout this video for more details.
| Default Views | Filter Criteria | Description |
|---|---|---|
| All Unassigned Tickets | Agent and group – Empty | Tickets in which agent and group fields are empty. |
| Requested By Me | Requester – Current-user | Tickets in which the current user is the ticket’s requester. |
| My Resolution Overdue Tickets | Agent – Current-user Resolution – Overdue Status-category – Pending | Holds 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 Tickets | Agent – Current-user Resolution – Due by today Status-category – Pending | All 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 Tickets | Agent – Current-user Status-category – Pending | All the tickets are assigned to the currently logged-in user where the status category is pending. |
| All Tickets Resolution Due Today | Resolution – Due by today Status-category – Pending | Holds 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 Watching | Watcher– Current-user | Holds 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 group | Groups – Current user group Ticket status – Not in solved and closed | Holds 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 Tickets | Ticket status – Not in solved and closed | Holds all the tickets where the status is not solved or closed. |
| My Unsolved Tickets | Agent – Current-user Ticket status – Not in solved and closed | Holds all the tickets assigned to the currently logged-in user where the ticket status is not solved/closed. |
| All Pending Tickets | Status category – Pending | Holds all the tickets where the status category is pending. |
| All Response Overdue Tickets | Response due – Overdue Status category – Pending | Holds all the tickets with a response due as overdue and the status category as pending. |
| My Response Overdue Tickets | Agent – Current-user Response due – Overdue Status category – Pending | Holds all the tickets assigned to the current user and response due as overdue, and the ticket status category is pending. |
| SLA Breached Tickets | SLA-breached-count > 0 | Holds all the tickets where SLA is breached at least once, maybe response/resolution due. |
| Tickets I am cced on | CC – Current-user | Holds all the tickets where the current user is present in CC. |
| All Resolution Overdue Tickets | Resolution – Overdue and Status category – Pending | Holds all the tickets where resolution is overdue, pending status category. |
