The ticket inbox

Tickets opens the inbox: a split view with the ticket list on the left and the open ticket on the right. Opening a ticket keeps the list in place, so you can move from one ticket to the next without losing your spot. Each ticket also has its own address (/tickets/<id>), so you can share a link to it.

The list updates live. New tickets, replies and changes made by colleagues appear without reloading.

Built-in views#

The sidebar has a view for each common question, with a live count:

Under Queues each queue (for example Service desk, Projects and Alerts) has its own view of the open tickets in it. Queues are set up in Settings > Ticket setup (see Ticket setup and SLAs).

Every view follows the All customers switcher at the top of the page. Choose a customer there and the counts and lists narrow to that customer.

Reading the list#

Each row shows the priority, the ticket number and customer, how long ago it last changed, the subject and the start of the latest message. Along the bottom are the SLA due time (or how overdue it is), the status and the assignee.

Search#

Press / or click Search tickets and type. Search matches ticket numbers, subjects and content within the current view.

Filters#

1. Press Filter next to the search box.
2. Choose what to filter by: Status, Assignee, Priority, Queue, Type, Customer, Source or SLA.
3. Pick one or more values. The filter shows as a chip above the list; add more filters to narrow further, or remove a chip to clear it.

Source is how the ticket arrived: Email, Portal, Chat, Phone, Staff, Alert, Accepted quote or Automation. SLA picks tickets by the state of their SLA: Breached, At risk, On track, Paused, Met or No SLA.

Sorting#

Press the sort button at the top of the list and choose what to sort by: Last activity (the default), Created, SLA due, Priority, Number, Status, Customer, Assignee, Subject or Updated, then Newest first or Oldest first.

Tip: Sort by SLA due at the start of the day to work through tickets in the order their targets run out.

Saved views#

When you have a combination of filters, search and sort you use often, save it:

1. Set up the list the way you want it.
2. Press the bookmark button at the top of the list and choose Save as a new view....
3. Enter a Name.
4. Turn on Share with the team if everyone should see it in their sidebar. Only you can change a shared view.
5. Press Save view.

Saved views appear in the sidebar alongside the built-in ones.

Working in bulk#

Select tickets with their check boxes, with x on the highlighted ticket, or with shift-click or Shift+x to select a range. A bar appears above the list:

• Assign the selected tickets to someone.
• Change their Status or Priority.
• The ... menu has Move to a queue, Change type, Merge into one and Delete.

Merge into one combines the selected tickets. They must all belong to the same customer. Press the cross on the bar, or Esc, to clear the selection.

Working from the keyboard#

The inbox is built to be used without the mouse. Press ? at any time to see every shortcut.

In the reply box, Cmd+Enter (or Ctrl+Enter) sends, Cmd+Shift+Enter sends and resolves, and Cmd+/ inserts a canned response. Esc leaves the reply box and keeps your draft.

Time and billing links#

The bottom of the inbox sidebar links to Time (everyone's time), My time (yours) and Contracts. See Logging time and Contracts and the Xero export.