Browse for Tickets

Looking for a ticket to work on? Check the overviews menu.

Sample view of Overviews

Click Overviews in the main menu to browse tickets.

Hint

📥 Think of overviews as inboxes, each with a different filter for the tickets it displays.

There are six built-in overviews (Zammad admin may create more with custom-defined filters):

  • My assigned tickets (open/pending only)

  • Unassigned & Open

  • My pending reached tickets (previously marked pending and currently due)

  • Open (system-wide)

  • Pending reached (system-wide, previously marked pending and currently due)

  • Escalated (system-wide, failing to meet a service-level agreement)

Tip

🖱️ UI Protip

  • Click on column headings to change the display order.

  • Click-and-drag column dividers to adjust their width.

  • Ticket states are color-coded:

    Closed

    Merged

    Postponed (Marked as pending; no immediate action required.)

    New / Open (Ready for action.)

    Escalated (Requires urgent attention.)

  • Ticket priorities are color-coded:

    Overview showing 3 tickets with different priorities

    Zammad’s 3 default priorities allow you to see the importance of your tickets better.