Finding & Filtering Tickets

One of the quiet benefits of tickets being ordinary work items is that you don't need a separate reporting tool for support. Every place you already filter, sort, save views, and report on items understands tickets too.

The Support filter

Across the app's item tables and filter bars, a Support filter lets you narrow to tickets (or exclude them). Use it to answer questions like "show me only support work" on a shared board, or "hide tickets" when you want to look at delivery work on its own.

The Service Desk Inbox applies this automatically — it's permanently scoped to tickets — but the Support filter is available elsewhere so you can slice support work into any view.

Filtering by support dimensions

When you're looking at tickets, the filter bar adds support-specific dimensions on top of the usual ones (owner, status, priority, dates, labels, custom fields):

• Requester — narrow to a specific customer.
• Company — see everything from one customer organization.
• Channel — filter by how the request arrived.
• Customer Importance — narrow to tickets marked Critical, Important, or Nice to have.
• SLA status — slice by where a ticket stands against its SLA (for example, tickets that are running, at risk, or breached).

Combine these with the standard filters to build precise queries — "open, Critical tickets from Acme, unassigned, raised this week," for example. Both of the new dimensions are also available in the advanced condition-builder, so they can go into any complex saved view.

Ticket columns

Add support columns to your item tables to see the information that matters for triage — the requester and company alongside status, owner, and priority — so a queue reads at a glance.

Alongside the requester and company, four service-desk columns bring a ticket's urgency into the table. Each is sortable, so you can order a queue by what matters most right now:

• Customer Importance — the triage level set on the ticket: Critical, Important, or Nice to have.
• Customer Rank — the manual order a customer's tickets have been ranked in. The cell shows a Ranked marker; sort by this column to put the queue in ranked order.
• SLA Due — when the ticket's SLA deadline falls, so the closest-to-breaching work rises to the top.
• First Response — when the ticket first received a public reply (blank until one is sent).

These columns are hidden by default — add them from the column picker on any items table. Sorting by SLA Due is the fastest way to build a "what's about to breach" queue; sorting by Customer Importance or Customer Rank puts your highest-value work first.

Save and share views

Capture any filtered, sorted, columned setup as a saved view and reuse it, or share it with teammates — exactly as you would for any items view. A few that teams find useful:

• Unassigned tickets — what still needs an owner.
• My open tickets — your personal queue.
• A customer's requests — filtered to one company, for an account review.