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.

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.

  • The need for action is color coded and reflects mainly the ticket states:

    Action needed (e.g. new, open, pending reached)

    Paused, no action needed right now (e.g. pending)

    No action needed any more (e.g. closed, merged)

    Immediate action needed (ticket escalated due to an SLA violation)

  • 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.