Viewing, sorting and filtering support tickets
GFI HelpDesk has a multiple default options for looking at your queue. But sometimes they do not give you the perspective you are looking for. For those situations, ticket views and filters can get you the clarity you need.
By setting up views, which let you customize the columns and sort order for your ticket listings, and filters, which let you restrict which tickets GFI HelpDesk includes in the listing, you can look at any subset of your tickets you like.
Once you have created some custom ticket views, your team can quickly switch between them when looking at your queue. From there, they can also select a filter from the top menu, to further restrict which tickets are displayed.
Combining these two features lets you organize and prioritize your tickets based on virtually any ticket attribute.
This section explains how ticket views and filters work. You can also learn to create and configure your own views and filters.