kDesk guide
Searching and filtering tickets
In the «List» view, above the table, are the search and the filters. They add up: one filter does not reset the others.
The search
The «Search by subject, requester or number…» box, on the left above the list. It searches the subject, the name and address of whoever wrote and the ticket number — typing “231” finds ticket #231. Press Enter. If nothing is found the page says so, repeating what you typed.
The scopes: whose they are
The first drop-down to the right of the search:
- «All» — every ticket you can see.
- «Mine» — those assigned to you.
- «Unassigned» — nobody has taken them yet: the queue to pick from.
- «With reminder» — those you set a reminder on.
Next to each entry is the count, so you know how many there are before clicking.
The other filters
- Status — «All statuses» or a single one: «Open», «In progress», «Waiting on customer», «Waiting internally», «Resolved», «Closed».
- Sender — «All senders», «Known» or «Unknown». Known is whoever is in the registry or has already written: in the list they have the «Known» badge. Unknown senders are the first to look at when spam is suspected.
- Mailbox — only if there is more than one: the tickets of a single address. The same result comes from clicking the mailbox in the left menu.
When at least one filter is active, «Clear filters» appears on the right: it removes them all at once and brings the scope back to the starting one.
How many per page
At the bottom of the table, the bar with «Per page» and the arrows
«Previous page» / «Next page», and the total («
Questions this guide answers
- how do I search a ticket by number
- how do I see only my tickets
- how do I see unassigned tickets
- how do I filter by status
- what does known sender mean
- how do I remove the filters
Alex