Tickets List
The Tickets List is the primary agent workspace. It shows every ticket the signed-in user is allowed to see, with column-level filtering, search, and a quick link to the create form.
Accessing the Page
Section titled “Accessing the Page”- Route:
/service-desk/tickets - Menu path: Service Desk → Tickets
- Primary audience: Agents and supervisors (
service-desk.viewminimum). Admin users see the same view. - Sidebar +: the Tickets sidebar item has a + button that navigates to Create Ticket.
What you can do here
Section titled “What you can do here”- Search tickets by subject or ticket number.
- Filter by status, priority, overdue, source, assigned agent, or “tickets assigned to me”.
- Click a row to open Ticket Detail.
- Toggle column visibility (preference persists per user).
- Page through results via the Load more button.
Filters
Section titled “Filters”| Filter | Type | Description |
|---|---|---|
| Search | Free text | Matches ticket subject and ticket number |
| Status | Multi-select | open, pending, resolved, closed |
| Priority | Multi-select | low, medium, high, urgent |
| Overdue | Toggle | Only tickets past their SLA due_at |
| Source | Multi-select | portal, email, phone, chat, api |
| Assigned agent | User selector | Tickets assigned to a specific agent |
| My tickets | Toggle | Restricts the list to the signed-in user’s assignments |
An active-filter strip above the table shows currently applied filters with per-filter clear chips and a clear-all action.
List Columns
Section titled “List Columns”| Column | Default visible | Sortable | Description |
|---|---|---|---|
| Ticket # | Yes | Yes | Tenant-scoped ticket number (e.g. SD-00042) |
| Subject | Yes | Yes | Truncated subject; chat-originated tickets show a chat badge |
| Status | Yes | Yes | Status badge |
| Priority | Yes | Yes | Priority badge with icon |
| Requester | Yes | No | Business partner / account / manual contact name |
| Assigned agent | Yes | Yes | Assigned user display name |
| Source | Yes | No | Source badge |
| Created | Yes | Yes | Created timestamp |
| Updated | Yes | Yes | Last activity timestamp |
Click the gear icon in the column header to toggle visibility. The preference is stored against the user profile.
Sorting
Section titled “Sorting”Click any sortable column header to cycle through ascending → descending → unsorted. Only one column is sorted at a time.
Pagination
Section titled “Pagination”The list uses a Load more pattern (page size 50). Total count is shown above the table.
Actions
Section titled “Actions”Page Actions
Section titled “Page Actions”| Action | Permission | Description |
|---|---|---|
| New Ticket | service-desk.manage | Opens Create Ticket |
Row Actions
Section titled “Row Actions”Row click opens Ticket Detail. Ctrl-click / Cmd-click opens in a new tab.
- Soft-deleted tickets do not appear in this list. They live in the platform Trash drawer and can be restored from there with
service-desk.admin. - The Overdue filter calculates against
due_at, which is derived from the help topic’sdefault_due_offset_hours(or the SLA target if the topic does not set one) at ticket-create time. - Chat-originated tickets always have
source = chatand carry the chat badge regardless of the source filter.
Related Pages
Section titled “Related Pages”- Create Ticket — create an internal ticket.
- Ticket Detail — work a ticket.
- SLA Dashboard — KPIs and trends.
- My Tickets — the external-customer-facing variant.