How to customize and sort the ticket list

Agents can customize the ticket list to match their workflow, making it easier to scan and prioritize tickets.

Available ticket list customization options

Agents can:

  • Choose which columns to display in the ticket list
  • Adjust column widths to optimize space
  • Drag and drop columns to reorder them
  • Click column headers to sort

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

A walkthrough of the ticket list where column edges are dragged to resize them and headers are clicked to sort.

Customize displayed columns

  1. Navigate to any ticket list
  2. Click on the filters icon
  3. Select the displayed columns
  4. Choose up to 6 columns to display

The displayed columns panel open from the filters icon, where up to six columns and custom fields are ticked for the ticket list.

Sort 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.

Click the header to sort or select from the drop down.

A ticket list with the sort dropdown open, listing the fields tickets can be sorted by such as last changed, priority and queue.

Sort by a custom field

Short text and drop-down custom fields can be sorted too:

  1. Display the custom field as a column (see Customize displayed columns above)
  2. Click its column header, or pick it from the sort drop down

Tickets without a value in that field are listed last. The custom field is offered as a sort option only while its column is displayed. Other custom field types, such as dates, checkboxes and multi-line text, cannot be sorted.

A ticket list sorted by the Category custom field, with the Category column displayed and selected in the sort button.

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.

A ticket list sorted by due date, where dates approaching are shown in amber and overdue dates in red.