Navigate to CRM -> Ticket Management. If you cannot see this option on the drop-down, you do not have permissions and need an admin user to add them to your user profile.



The default ticket filter is All Open Tickets. You have a selection of static filters available to all users. You also have the ability to create custom filters. Filters you create will be located under My Custom Filters. Within custom filters you also have the option to make them public for other users to see (see picture below). Those are located under Public Custom Filters.



There are three tabs: List, Ticket Type, and Ticket Group. The List tab will show all the tickets in a list. The Ticket Type tab groups all the tickets by their ticket type and contains them in an expandable group. The Ticket Group tab groups them by ticket group instead of ticket type.



Custom Filters

If you can't see custom filters or are missing options that you see in this walkthrough, have your admin add them to your user account.


To create a Custom Filter, simply click the dropdown button that says "Manage Custom Filters". Then something like this will show up:


Click the "Add Custom Filter" button to create a custom filter. Then a new form will show up that you need to fill in. Enter a filter name and number of results you want to show up. Optional fields are Filter Description and Sorting. You are required to add at least one condition to the filter.



Next you will need to select one or more fields to add. You also have the ability, depending on your user permissions, to make your filter public for others to use by clicking on the "Not Public" radio button. Click the trashcan on the right to delete any condition. You can come back and edit your custom filters at any time. Then just save it and you will see it on the Ticket Filter drop-down. All you need to do from there is select it. If you are editing a custom filter, you may need to refresh the page once manually.



If you want to edit, click on the edit icon. If you want to copy the filter, click on the copy icon. When you copy a filter, all the fields are copied over but you need to choose a new name for your filter. You can also modify any property as well.


Create a new ticket

When creating a new ticket, you can either search for a ticket group, type, and state or use the drop-down list. After you do that, then this form will appear:



Then you simply add a description and optionally assign it to a user. You can also change the priority, who created the ticket, and the title. Then click Save and your ticket will be created and show up in the Ticket Management list.