How to customize and sort the ticket list

Agents can personalize their own ticket list view to surface key information. This allows each agent to focus on the details most relevant to their workflow.

Changes apply only to the individual agent's view and do not impact other team members.

How to select the displayed columns

1. Navigate to any ticket list
2. Click the three-dot menu in the upper-right corner
3. Select displayed columns
4. Choose up to 6 columns to display

Tip: The order in which columns are selected determines their left-to-right position in the view. To rearrange, remove and re-select them in the desired order.

Sorting tickets

By default, tickets are sorted by last changed date, with the newest updates at the top.

Sorting can be changed while viewing a list, but it will revert to the default when leaving and returning to the list.

To sort tickets

1. Navigate to any ticket list
2. Click on last changed
3. Select the desired field to sort
   • last changed
   • date created
   • submitted by
   • assigned to
   • status
   • priority
   • queue
   • group
   • type
   • form
   • resolution
   • scheduled date
   • due date
   • solved date
   • closed date
4. Click on the arrow icon to indicate the sort order

Tip: Display and sort by due date. Tickets with a due date within the next 3 days are highlighted in yellow, while overdue tickets appear in red.