Documentation forWeb Help Desk

View and customize the ticket queue

This section describes how to display a list of tickets and how to customize your view of the ticket queue. Use this material as it is, or copy and revise it to reflect your organization's practices and Web Help Desk configuration.

Display a list of tickets

Use Web Help Desk to quickly access lists of tickets that are assigned to you or to your tech group.

  1. In the toolbar, click Tickets.
  2. In the menu bar, select one of the following to display a list of tickets:

    Option Action
    My Tickets Displays tickets assigned to you.
    Group Tickets Displays tickets assigned to any tech in a tech group you belong to.
    Flagged Tickets Displays tickets that you flagged.
    Recent Tickets Displays tickets that you recently edited.

Tickets displayed in the Group Tickets view

The Group Tickets view is filtered in the following order:

  • Tech Group
  • Tech Group Level
  • Location Group
  • Department Group
  • Companies

Techs with administrator privileges do not affect the Group Tickets view.

If the Group Tickets view does not display WHD tickets for each tech, ensure that each tech is a member of each parameter to view the tickets in those views. Add the tech as a level tech in all tech groups and levels, and any location or department groups and company that the tech should view.

Additionally, go to Setup > Tickets > Status Types and click each status type (such as Open and Resolved) in the Status Type Name column. In the Status Types tab for each name, ensure that the Include in My/Group Tickets Filter checkbox is selected.

About the ticket queue

The ticket queue provides information about each ticket in the list.

In the first column, you can select tickets for bulk actions, such as merging tickets.

The second column provides color-coded ticket information:

  • Blue: New ticket with no tech response
  • Purple: Ticket reassigned to a new tech
  • Yellow: Ticket with a new client update
  • None: Ticket that does not meet any of the categories above

Click the flag column to flag a ticket or to remove an existing flag. Flagging a ticket adds it to your Flagged Tickets queue, which you can access by clicking Flagged Tickets in the toolbar. Use flags to mark tickets that require immediate follow-up or special attention. If a ticket is unassigned, the last column displays the Assign to Me icon. You can click the icon to assign the ticket to yourself.

Techs can only see their assigned tickets in the My Tickets view, as well as tickets assigned directly to a tech group they belong to in the Group Tickets screen. These two restrictions apply to all accounts, including admin accounts.

See Set up tickets to configure the information in the My Tickets and Group Tickets screens.

Any changes you apply to the column settings do not impact other tech accounts.

Sort the ticket queue

Click a column heading to sort the list of tickets by the values in that column. Click the column heading again to reverse the sort order.

Sort the tickets by the Alert Level to ensure you see tickets that require immediate action. Sort by Date to see the oldest tickets first.

Customize your view of the ticket queue

You can customize your view of the ticket queue by creating one or more column sets. Each column set specifies which columns are displayed and in what order.

  1. Display any ticket queue.
  2. Click + in the upper-right corner to create a new column set.

    To edit an existing column set, select the column set and click the edit button.

  3. Enter a name to identify the column set.

  4. To choose which columns are included, drag column labels into or out of the Selected Columns list.
  5. To specify the order of the columns, drag column labels up or down in the list to arrange them.
  6. Click Save.