The ticket overview: filtering, searching and sorting

In short: The ticket overview under Tickets is your work queue. The filters and labels are on the left, the toolbar with sorting, channel buttons and display options is at the top, and in the middle are the ticket rows, which update live as soon as anything changes.

Where to find this

Menu Tickets. Everyone from the Viewer role can view the overview. Actions in the overview (changing the status, adding labels, flagging, bulk editing) are available from the Agent role.

The overview shows the tickets of the organisation you are working in. If your account has several organisations, you use Work scope to decide which organisations you see in one list (see below).

The ticket overview (menu Tickets) with the filter panel and the labels on the left, the toolbar with Work scope, Sort tickets, channel buttons, Display and Create at the top, and the ticket rows below.

Filters in the left panel

The Filters panel is to the left of the list. On a phone or tablet you open the panel via the filter icon; it then slides open as a full screen. aishaa remembers every filter you set per user and per organisation. If you do not touch the filters for 24 hours, they are cleared again.

The counters next to Important and Urgent

The number next to Show only important and next to Show urgent tickets only follows exactly the filters you currently have switched on: date, status, assigned agent, label, channel, customer group, work scope and the label or inbox you have clicked. The number is therefore exactly the number of rows you get to see when you tick that box. The checkbox itself does not count towards its own number.

As soon as you search, both counters are empty, just like the total below the list. A number from before the search would not be correct. Clear the search field and the counters come back.

Below the filters is the label tree. At the top is the fixed item Inbox with the number of tickets waiting for the team. If you click Inbox, you see the tickets with the status Open, Draft, Error and Cancelled. If you click a label, you see the open tickets with that label; you then choose another status with the Status filter. For organisations with the way of working for service providers, the fixed item is called Unread and counts the tickets with an unread customer message. You can read more about labels in Labels and sublabels.

Searching

The search field shows the text Search customer, order, message, or ticket. aishaa searches as soon as you have typed at least two characters and waits half a second after your last keystroke. Use the cross to clear the field.

aishaa searches by:

• ticket number;
• subject (ticket title);
• content of messages;
• customer name;
• customer’s email address;
• order number;
• references that a connected plugin knows for the customer (for example a file or an order).

Below each row found you see why the ticket was found: Matched ticket number, Found by ticket title, Found in message, Found by customer name, Matched customer email, Customer’s record or Matched reference, usually with the value found after it. Words found are highlighted in the preview text. While searching, the ticket with the most recent matching message is at the top.

Searching in messages has a limit

Searching the content of messages is the heaviest part of a search. That is why there is a limit for it: per search, aishaa includes at most 300 tickets that have a message matching your search term, the most recent matching message first. That limit applies within the filters you have switched on at that moment (organisations, period, status, agent, channel, label), so a narrowed list does not lose its own matches to newer matches outside it. Matches on ticket number, ticket title, customer name, email address and records of the customer do not have this limit.

If your search term is so general that the search in messages cannot be finished quickly, the message The search matches too many messages to finish quickly. Use a more specific word, a ticket number, an order number or an e-mail address. appears. Follow that advice: search for a word that occurs less often, or for a ticket number, an order number or an email address. That usually gives a more precise result too.

Opening the list from the dashboard

The tiles on the dashboard open this list in a fixed state: the fixed item above the label tree is selected, the search field is empty and only that one narrowing is switched on (everything, only your tickets, or only tickets without an owner). Your work scope still applies; filters you had switched on before are removed.

That state does not come back if you reload the page: aishaa removes the reference after opening, so a later channel button or a refresh does not apply it again. If you want it back, click the tile again. See Dashboard.

The toolbar

At the top of the list, from left to right:

Sort options

What you see on each row

A close-up of one ticket row: ticket number with channel icon, star and flag, subject, preview text, waiting badge, status chip, labels and assigned agent.

• Ticket number with the channel icon. A star means important, a flag means urgent. The number opens a menu with three switches: Important, Urgent and Unread. If the ticket has already been read, it says Read by and your colleague’s name, or Read on the phone. Read or unread applies per user.
• Subject and, in the comfortable display, the preview text of the last message.
• A paperclip with Linked tickets: 2 if the ticket is linked to other tickets.
• A tick icon with 3 open action(s) and a tooltip with the actions, if the Ticket actions feature is active.
• Time of the last activity; the tooltip shows the full date.
• A waiting badge such as waiting 3 h, waiting 1 day or waiting 4 days as soon as the ticket has been waiting for the team for longer than the organisation’s threshold. That threshold follows from the way of working: 24 hours for a webshop, 2 hours for a service provider. See Way of working: webshop or service provider.
• Status chip. From the Agent role you can change the status here directly to Open, Answered, Waiting for external reply or Closed. See Ticket statuses and lifecycle.
• Labels, with an Add label button to add one.
• Assigned agent and, if the organisation uses support groups, the support group.
• The badge Ticket locked by and your colleague’s name, if someone else has the ticket open.
• A coloured chip with the name of the customer group the customer belongs to, with Customer group {name} or Customer group {name} · AI analysis off in the tooltip. In the compact display it is only the coloured icon. See Customer groups.
• The No reply needed chip with the reason, the certainty as a percentage and the text Taken out of the workload. or Shown only; still in the workload. in the tooltip.

Everything in the list updates live: new tickets, status, subject, preview text, assignment, flags, read or unread, locking and sending status appear without you refreshing the page.

Empty list

• With active filters: There are no tickets found with the current active filters. with the Clear filters button.
• Without filters: You do not have any tickets. with the Create button.
• Label without unread tickets: Everything in this label has been read with the explanation Turn off ‘Unread only’ to also see the read tickets in this label. and the Show all tickets in this label button. You get this empty state in an organisation where the fixed item above the label tree is called Unread, when you have clicked a label with Show unread only switched on while nothing is unread. So the label is not empty: with the button you do see the read tickets in it.

Good to know

• In the spam view all filters and the label tree are disabled. Switch off the spam view to filter again.
• Tickets with the status Snoozed or Waiting for external reply are not in Inbox. You find them via the Status filter.
• aishaa remembers the number of rows per page (Items per page) and the chosen display per user.
• The search field does not search with fewer than two characters. For searching the content of messages, only words of three characters or more count.
• If you close a ticket from the status chip, you are not asked anything. If the organisation collects customer satisfaction for the review email, aishaa assesses the conversation itself. See Customer satisfaction when closing a ticket.
• A customer group with Leave out of the inbox counter does not remove tickets from the list: they simply appear in it, but do not count towards the number next to Inbox.

Related

• Dashboard
• Labels and sublabels
• Ticket statuses and lifecycle
• Assigning, support group, important and urgent
• Editing multiple tickets at once
• Reviewing spam
• Creating a ticket yourself
• Working with multiple organisations
• Way of working: webshop or service provider
• Customer groups