This article contains information on the following topics:
View tickets list
To access the list view of your service desk tickets:
Login to your Freshservice for MSPs account.
Go to Tickets > List.
The Tickets List - New & My Open Tickets page opens showing you a list of all your new and open tickets.
Note: New accounts may have the option for creating sample tickets data for your reference. If sample data or real-time tickets are not yet added, the Tickets page will appear empty. To create new tickets, use the Connect your support email or Create tickets manually option (as shown in the following figure). Alternatively, you can use the option at the top right corner to create new tickets. See Create new tickets for more information.
Manage tickets list
The Tickets List page provides various ways to effectively manage your service desk tickets (as depicted in the following figure).
Modify the tickets list view
Use the option at the top left corner of the Tickets List page to search and select your preferred list view, such as All Tickets, Tickets I’m Watching, Tickets I Requested, and so on.
Set the sorting order for tickets list
Select the required option from the Sort by dropdown to set your preferred sorting order for the tickets list.
Export the tickets list
Use the Export option to export the tickets list. You can either select CSV or Excel format for exporting data, choose the required time and date options using the Filter tickets by dropdowns, and select the fields to export.
Filter data in the tickets list
Click to expand or collapse the Basic filter-Advanced filter section. You can apply basic filters, such as Client, Agents, Status, Contacts, and so on to filter data in the tickets list view. Or, you can apply advanced filters to filter data based on specific conditions.
Customize columns in the tickets list
Use the option to customize the columns you want to view on the tickets list page.
On the Tickets List page, you can also perform various ticket actions either on a single ticket or multiple tickets.
Note:
For information on managing individual or multiple ticket actions, see Manage ticket actions.
For information on configuring ticket fields, see Manage Ticket, Time Entry, and Client fields with Field Manager.