Tickets list (incidents) – is the main view both for support agents and customers. So it is very important to make it easy to understand and user-friendly.
The tickets list is organised based on tickets statuses. Also each agent can use the filter to see only the tickets, which they are currently working on. Moreover, it is possible to search for the tickets by their subject, content or priority. Each agent or administrator can add necessary filters, which will be always available on the left panel, so the filtered tickets can be opened with one click.
You can also preview a ticket by simply hovering a cursor over the ticket subject (you will see the first and the last comments).
The tickets list can be changed by system users. Initially it contains the following information: tickets subject, ID, the last reply, time of the last update, priority and status. Column names displayed on the tickets list can be set either by the administrator for all agents or by each agent separately. Besides, it is possible to change a ticket status or a responsible agent right in the tickets list. It makes agents work easier and quicker. Moreover, you can set the number of tickets, which will be displayed on a single page.