SLA24 Documentation

Agent Functions: Manage The Ticket List

The ticket list has a lot of flexibility.  View the ticket-list video to see some of the things you can do with it.

The video covers:

  • Filtering and sorting the ticket list
    • View closed tickets
    • Filter tickets by department, priority, status and custom fields
    • Filter tickets using more than one criteria
    • View tickets that are waiting for a reply from an agent
  • Sorting the ticket list
  • Using custom views (if the Power-pack add-on is installed)
  • Creating custom views (if the Power-pack add-on is installed)

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