Work your ticket list: My Tickets, boards, filters and saved views
How the Service Desk list works: the My Tickets tab, board tabs, the Needs Attention queue, filtering, and saving a view so you or your team can reuse it.
What you will have
- Know what My Tickets, the board tabs, and Needs Attention each show, and what their numbers count.
- Filter a board's ticket list and claim work off the shared Needs Attention queue.
- Save your filters as a named view, pin it to the nav, set your own default, and tell your own views apart from ones a teammate shared.
Why it works this way
My Tickets has no filter bar of its own, since it is your fixed worklist rather than a search page, but its column headers still sort.
The unclaimed pile on Needs Attention is pod based, so two techs in different pods can see different Unclaimed rows on the same board.
A saved view stores the list's filters, sort, board and view mode as one bundle at the moment you save it, not a live query, so changing a filter afterward does not change the saved view until you say so.
A saved view can only be renamed, shared, made your default, or deleted by the person who owns it. Anyone it is listed for can still open it and pin it to their own nav.
Steps
Open Service Desk. It lands on the My Tickets tab.
The number on the tab, 17 here, is every open ticket assigned to you or where you are a CC tech, including project sub-tickets on any board and tickets carried over under your name from an older import. Closed tickets drop out of the count, and the badge hides at zero.
Open Service Desk. It lands on the My Tickets tab. My Tickets has two sections. The first is Tickets, your own top-level work.
These are the tickets assigned to you that are not part of a project. The section header carries the download and refresh controls and nothing else: how many rows there are is read from the table's own footer, 15 here, and the tab badge above the card is the separate open count for the tab. Sort by clicking a column header; the arrows on every column are live.
My Tickets has two sections. The first is Tickets, your own top-level work. Scroll down to the second section, Project Tickets.
Project work is assigned at the sub-ticket level, so a project's sub-tickets show here even though the project itself lives on a different board (Projects, in this tenant).
Scroll down to the second section, Project Tickets. Click a board tab, such as Help Desk, to see that board's own tickets.
Each active board gets its own tab, configured at Settings > Service Desk > Ticket Boards. The last tab, All Tickets, shows every board at once.
Click a board tab, such as Help Desk, to see that board's own tickets. Needs Attention sits above every board's ticket list, including My Tickets.
It is a short, shared queue of open tickets that need a person now: Escalated, Failed to dispatch, Awaiting reply and Unclaimed. The same feed also shows on the dashboard, and it refreshes on its own every 30 seconds. You choose which reasons you see at My Settings > Display.
Needs Attention sits above every board's ticket list, including My Tickets. Click Claim on an unclaimed row to take it.
Claiming assigns the ticket to you. By default it also opens the ticket; turn that off at My Settings > Display if you would rather stay on the list and claim several rows in a row. The unclaimed pile is pod based, so you only see it for the pods you belong to.
Click Claim on an unclaimed row to take it. On a board tab, use the filter bar to narrow the list.
Status, Priority, Tech, Company and Assignment each open a dropdown, and the search box finds a ticket by number, subject or client name. Our Tickets, Co-Managed and All sit to the right as a separate toggle. My Tickets has no filter bar, since it is your own fixed worklist rather than a search page.
On a board tab, use the filter bar to narrow the list. Set the filters you want, then click Save view.
Save view sits in the filter bar, next to the Our Tickets, Co-Managed and All toggle. It captures the board's current filters, sort, board and view mode as one bundle.
Set the filters you want, then click Save view. Name the view, then decide whether to share it and pin it.
Share with team makes it visible to teammates too, labeled with your name. Pin to nav adds it under Service Desk in the left nav, up to six pinned views per person. Click Save.
Name the view, then decide whether to share it and pin it. Change a filter after applying a view, and a small dot appears on its name.
The dot means the list on screen no longer matches what was saved. Here, adding a Priority: High filter on top of the applied KB walk - list example view is what put the dot there.
Change a filter after applying a view, and a small dot appears on its name. Click the view's name to choose Update or Save as new.
Update overwrites the view you own with what is on screen. Save as new keeps the original view and creates another one from the current filters. Doing neither leaves the saved view unchanged; it opens the same way next time.
Click the view's name to choose Update or Save as new. Open Service Desk > Saved Views to manage every view.
This page lists the views you own plus the ones teammates shared with the team, each with a Status column (Shared, Default, Pinned). You do not build a view here; that happens on the board itself.
Open Service Desk > Saved Views to manage every view. Click the pin icon on a row to pin or unpin it.
A pinned view shows under Service Desk in the left nav. This row is already pinned, so the icon shown here is Unpin from nav; click it again to remove the pin. You can pin up to six views; a seventh asks you to unpin one first.
Click the pin icon on a row to pin or unpin it. Click the star to set a view as your default.
Your default view opens automatically when you go to Service Desk with no filters in the address. It is yours alone; only a view you own can be your default. Click the star again to clear it.
Click the star to set a view as your default. A view shared by a teammate only offers Pin, nothing else.
The row below, KB walk - team view example, is captioned Shared by jordan.reyes and its actions column holds only the pin icon. Rename, share, default and delete are for views you own; deleting one you own also removes it for everyone it was shared with.
A view shared by a teammate only offers Pin, nothing else. A pod leader sees a Mine / Pod toggle on Needs Attention. Pod is the default.
The toggle only shows up for pod leaders; on any other account, Needs Attention has no toggle at all. Pod, the leader's default, widens the Escalated and Awaiting reply rows to every member of the pods this account leads, not just this account's own work; here that reads 6. The Unclaimed pile stays pod wide either way, for a leader or not.
A pod leader sees a Mine / Pod toggle on Needs Attention. Pod is the default. Click Mine to narrow Escalated and Awaiting reply back down to your own.
Mine drops the count to whatever is actually assigned to this account or where it is a CC tech; here that reads 1. Unclaimed does not shrink with it, since that pile was never scoped to the toggle in the first place.
Click Mine to narrow Escalated and Awaiting reply back down to your own. Sort the STATUS column, and read the order tickets fall into.
Groups come first, then each status keeps its own order inside its group. The groups run Open, then Resolved, then Closed, then Locked; sorting here carries this Bluebird Dental ticket down through Waiting on Client, Customer Reply, Resolved, then into Closed. The Status filter dropdown groups its options the same way, live-checked: Open holds New, AI Triage, In Progress, Waiting on Client, Customer Reply, Waiting on Equipment, and On Hold, then Resolved, Closed, and Locked each get their own group below it. A sorted list reads the same work-to-done-to-locked flow everywhere the Status column or the Status filter appears.
Sort the STATUS column, and read the order tickets fall into.
Other ways to do this
Pin while you save
Turn on Pin to nav in the Save view modal instead of pinning it later from the Saved Views page.
Open a pinned view from the nav
Click its name under Service Desk > Saved Views in the left nav.
If it did not work
- If a saved view is missing after you sign back in, ask whoever owns it whether they deleted it; deleting a shared view removes it for everyone it was shared with.
- If a board tab you expect is missing, ask an admin to check whether that board is restricted to certain roles or pods.
- If Needs Attention looks empty but you know of unclaimed work, check that you are in the same pod as that work; the unclaimed pile only shows for pods you belong to.
Questions this page answers
What are ticket boards?
Tickets sit on boards, such as Help Desk or NOC. You can add your own boards. Manage them at Settings > Service Desk > Ticket Boards. Each active board gets its own tab on the Service Desk. My Tickets is the first tab and holds your own work. The last tab, All Tickets, shows every board at once.
What does the number on the My Tickets tab count?
Every open ticket that is yours. That means tickets assigned to you, and tickets where you are a CC tech. It also picks up tickets that carry your name from an older import. Project sub-tickets count too, on every board. Closed tickets drop out of the count. The badge hides when the count is zero.
How is My Tickets laid out?
My Tickets is the first tab on the Service Desk. It shows open work that is yours. That means work assigned to you, or where you are a CC tech. It has two parts, Tickets and Project Tickets. Project work is assigned on the sub-ticket, so sub-tickets show there. Each part sorts and pages on its own. Both start with the most recently touched first. There is no filter bar here. It is your worklist, not a search page. Most column headers still sort.
Does My Tickets refresh on its own?
Yes. It refreshes when you come back to the tab. It also refreshes every 30 seconds while you are on it. So tickets sent to you show up with no reload. The refresh stops while the tab is hidden. It also skips while your cursor is in a text box. That way it never cuts off your typing.
What is the Needs Attention card?
It is a short list of open tickets that need a person now. Each row says why. The reasons are Escalated, Failed to dispatch, Awaiting reply and Unclaimed. The list refreshes every 30 seconds. The same feed shows on the dashboard and here. You pick which reasons you see at My Settings > Display. Project tickets never show up on it.
How do I claim a ticket?
An unclaimed ticket has no tech on it. Unclaimed tickets show in the Needs Attention card on the Service Desk and on the dashboard. Click Claim on a row to take it. Claiming opens the ticket by default. Turn "Opening a claimed ticket" off at My Settings > Display. Then you stay on the list and can grab several in a row. The unclaimed pile is pod based. You see the pile for the pods you are in.
How do I filter tickets?
Each board tab has a filter bar. You can filter by status, priority, tech, company and assignment. There is also a toggle for Our Tickets, Co-Managed or All. The search box finds a ticket by number, subject or client name. Most column headers sort. The SLA column does not. My Tickets has no filter bar. It is your fixed worklist, but its column headers still sort.
How do saved views work?
A saved view is a named bundle of the list's filters, sort, board and view mode. Set the list up the way you like it. Then click "Save view" in the filter bar. Give it a name. You can share it with the team. You can also pin it to the left nav, up to six pins. Manage them under Service Desk, on the Saved Views page. There you can rename, delete, pin, unpin, share, or set one as your default.
What does the dot on an applied saved view mean?
It means you changed the filters after you applied the view. The list no longer matches what was saved. Click the view's name in the filter bar. You get two choices. Update the view with what is on screen, which works on your own views. Or save what is on screen as a new view.
What is the Saved Views page for?
A saved view is the ticket board set up the way you like it: which board, which status, which tech, which client, the sort, the search. This page manages the views you own plus the ones teammates shared with the team. You do not build a view here. You build it on the board itself.
How do I make a new saved view?
Go to Service Desk and set the filters you want. Then click "Save view" in the filter bar. Give it a name. Turn on "Share with team" if the rest of the team should see it. Turn on "Pin to nav" to put it in the left nav. Click Save. The board reloads with that view applied.
How do I pin a view to the nav?
Two ways, and both do the same thing. On this page, click the pin button on the view's row, or click the pencil to edit it and turn on "Pin to nav", then click "Save changes". A pinned view shows in the left nav under Service Desk and gets a "Pinned" badge here. You can pin up to six. Pin a seventh and the page tells you to unpin one first. To remove one, click the same button, now labelled "Unpin from nav".
What does the default view do?
Click the star on a row, "Set as my default view", and Service Desk opens on that view when you go there with no filters in the address. It is yours alone. Only views you own can be your default. Click the star again, "Clear default", to go back to the plain board.
The board says a view name with a dot next to it. What is that?
The dot means you changed a filter after the view was applied. So what you see is no longer what the view says. Click the name. Pick the update option to save the change into the view, or "Save as new view" to keep both. Do neither and nothing is saved. The view is the same next time you open it.
What does the Mine and Pod toggle on Needs Attention do?
It shows for pod leaders only. It sets the reach of the Escalated and Awaiting reply rows. Mine shows tickets assigned to you, or where you are a CC tech. Pod adds the same rows for each member of the pods you lead. Pod is a leader's default. It lets you watch the whole team. The Unclaimed rows stay pod wide either way.
How are ticket statuses ordered on the board and the list?
Groups come first, then each status in its own order. The groups run Open, then Resolved, then Closed, then Locked. The status filter groups them the same way. The Status column sorts the same way too. So a sorted list reads the same work to done to locked flow you see everywhere else.
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