Create and edit a saved search

Agents can search for tickets using filters, then save that search for future use. A saved search (custom view) provides quick access to filtered tickets without setting up the filters again.

Built-in saved searches

Mojo Helpdesk includes several built-in saved searches available to all agents:

• All Tickets: shows every ticket in the system, regardless of status
• Closed Tickets: displays only tickets with a closed status
• Rated Tickets: filters tickets that received a customer rating
• Tickets > 5 Days: highlights tickets that have been open for more than five days

Create a custom view

1. Use the search bar or advanced search and apply relevant filters (e.g., status, assignee, tags, date)
2. Next to the results list, click save this search
3. Name the saved search
4. Managers and admins have the option to share it with others; agents can save private searches
5. Saved searches are listed on the left-hand side of the agent portal, under Saved searches

Edit an existing custom view

1. Next to Saved searches on the left-hand side of the agent portal, click on the three dots
2. Click Edit
3. Click on the pencil icon for the saved search to be edited
4. Edit the filters as needed
5. Select save and search

Include or leave out snoozed tickets

The search editor has a snoozed button next to VIP, last comment by staff and has asset. Click it to cycle through:

• any: snoozed tickets are treated like every other ticket (the default)
• yes: only snoozed tickets, marked with a check
• no: snoozed tickets are left out

Use no for a team view that should not show tickets someone has snoozed, or yes for a list of everything snoozed in a queue.