Managing tickets from the ticket table

The ticket table provides a central view for searching, filtering, reviewing, and updating tickets without opening each ticket individually.

The left sidebar displays:

Select All tickets, a board, or a saved filter to update the ticket table.

Use the collapse button to hide the sidebar and provide more space for the ticket table.

Use the search field to find tickets using ticket information such as the ticket ID or summary.

Select:

You can also:

The table will display information such as:

Apply one or more filters using the filter options above the table.

Available quick filters include:

Click Save filter to save the current filter combination.

Saved filters appear:

Use the options menu beside a saved filter to:

Click Clear filters to remove all applied filters.

Tickets can be filtered using:

The number displayed beside Filter shows how many filters are currently applied.

Click Clear filters to remove all applied filters or Save filter to reuse the current filter combination later.

Table columns can be:

Sorting can be used on supported columns such as age, priority, or other ticket fields.

Select the status or priority value directly from a ticket row to update it without opening the ticket.

The available statuses depend on the statuses configured for the MSP.

Hover over the ticket summary to view the full summary and description without opening the ticket.
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Hover over Response SLA or Resolution SLA information to view details such as:

Use the checkbox beside a ticket to select it.

Use the checkbox in the table header to select all tickets displayed on the current page.

When one or more tickets are selected, the bulk action bar appears at the bottom of the table.

You can remove individual tickets from the selection before completing an action.

To assign one or more tickets:

The selected team member is added to all selected tickets.
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Use Modify to update properties across one or more selected tickets.

Available properties may include:

Only the properties selected in the Modify panel are updated. Other ticket values remain unchanged.
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Use Merge when multiple tickets relate to the same issue.

The selected duplicate tickets are merged into the primary ticket.
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Select one or more tickets and use Delete to archive them from active ticket views.

Review the confirmation before completing the action. Archived ticket information remains available where supported for reporting and historical reference.
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Select one or more tickets and click Close ticket to close them together.

Before closing tickets, confirm that required notes, time entries, resolution details, checklists, and billing information have been completed.

Confirm that the filter was saved from the correct view. Filters saved from All tickets appear under All tickets, while filters saved from a board appear under that board.

Confirm that:

Merge Tickets: Available only when multiple tickets are selected, and all selected tickets belong to the same customer.

Add Assignee: Available only for active tickets. It is not possible to add assignees to Closed tickets.

Confirm that:

Confirm that an SLA policy is assigned to the ticket. Tickets without an SLA display a dash instead of Response SLA or Resolution SLA information.