Find tickets and read reports

Steps

1. 1

   Step 1: Open Tickets. The tabs above the list (All open, Open, Pending, Solved, Closed) filter by status. For anything else, use the Filters panel on the right — click Priority.

   
2. 2

   Step 2: Choose a value, for example Urgent. You can combine Status, Priority, Channel and Assignee.

   
3. 3

   Step 3: Only matching tickets remain, and the Filters button shows how many filters are active. To reuse a filter, click Save as view.

   
4. 4

   Step 4: Enter a Name and set the view's Status, Priority, Assignee, Source inbox, Tag and Sort by. Tick Share with the whole team to give everyone the view. Click Create view.

   
5. 5

   Step 5: The view appears in the sidebar under Views with a live ticket count. Click it any time to reopen it. Click Reset at the bottom of the Filters panel to clear the current filter.

   
6. 6

   Step 6: With the filter cleared, the full list is back. Click Group by to organise it by Status, Priority, Assignee or Contact.

   
7. 7

   Step 7: Here the list is grouped by priority. To find specific tickets, click Search tickets.

   
8. 8

   Step 8: Type a word or phrase. Searching refund finds every ticket that mentions it, in the subject or in the messages.

   
9. 9

   Step 9: Press Cmd+K (Ctrl+K on Windows), or click the search bar at the top, to search the whole workspace from any page. Pick a result or choose View all results.

   
10. 10

    Step 10: Open Reports in the left sidebar. The tiles along the top show Total Tickets, Avg Response, Avg Resolution, CSAT Score and AI Resolution. Click the period at the top right to change it.

    
11. 11

    Step 11: Choose the last 7, 30 or 90 days. Every chart updates to match.

    
12. 12

    Step 12: Scroll down for Ticket Volume Over Time (created versus solved) and breakdowns by Channel, Status and Priority.

    
13. 13

    Step 13: Further down are the CSAT Score Trend, the Response & Resolution Time Distribution, and Agent Performance, which compares tickets handled, tickets solved, response and resolution times and CSAT per agent.

    

Related help articles

• Filter the ticket list and save a view
• Search for tickets
• Read the Reports dashboard