Question 1

What are the tabs above the ticket list?

Accepted Answer

The row of tabs above the ticket list filters tickets by status. It starts with an "All" tab, followed by one tab per ticket status in your workspace, and ends with a "Deleted" tab. Each tab shows a count in parentheses, and clicking a tab filters the list to that status.

Question 2

Can I change the order of the status tabs?

Accepted Answer

Yes. Hover over a status tab to reveal a drag handle on its left edge, then drag the tab to a new position. The custom order is saved in your browser, so it is personal to you and persists between visits on the same computer.

Question 3

What does the Deleted tab in the ticket list show?

Accepted Answer

The "Deleted" tab shows tickets that have been deleted but not yet permanently removed. A warning bar reminds you that "Deleted tickets will be permanently deleted after 14 days". From this view you can open deleted tickets, see when each one expires, and restore tickets you want to keep.

Question 4

How do I sort the ticket list?

Accepted Answer

Click a column header to sort by that column; click the same header again to flip between ascending and descending. An arrow icon in the header shows the current direction. Columns that don't support sorting show a "not allowed" cursor when hovered.

Question 5

What is the default sort order of the ticket list?

Accepted Answer

By default the list is sorted by ticket ID in descending order, which means the newest tickets are at the top. Any sort you choose is remembered in your browser, so your preferred order is restored the next time you open the ticket list on the same computer.

Question 6

Can I change a ticket's status without opening the ticket?

Accepted Answer

Yes. In the ticket list, hover over the Status cell of a ticket; a pencil icon appears. Click the cell and pick the new status from the dropdown that opens in place. The change is saved immediately. The same inline editing works for Priority, Assignee, Group, and Tags.

Question 7

How do I open a ticket from the list, and can I open it in a new browser tab?

Accepted Answer

Click the ticket's ID or Subject to open it, or use the "Open" button that appears when you hover over the row. Hold Ctrl while clicking the ID or Subject to open the ticket in a new browser tab instead.

Question 8

How do I select multiple tickets at once?

Accepted Answer

Every row in the ticket list has a checkbox in the leftmost column, and the header has a select-all checkbox that selects every ticket on the current page. Once at least one ticket is selected, a bar appears showing how many items are selected together with the available bulk actions.

Question 9

What bulk actions are available in the ticket list?

Accepted Answer

After selecting tickets with the checkboxes, a bar appears with "Batch Update" to change fields on all selected tickets, "Delete" to delete them, and "Cancel" to clear the selection. In the Deleted view, the delete button is replaced by "Restore" so you can bring several tickets back at once.

Question 10

How do I update many tickets at the same time?

Accepted Answer

1) Select the tickets with their checkboxes. 2) Click "Batch Update" in the selection bar. 3) In the dialog, set any of Group, Assignee, Priority, or Status, and use "Add field" to include custom fields. 4) Click "Update Batch". You must set at least one field, otherwise Deskhero shows "Nothing to update".

Question 11

How do I delete several tickets at once?

Accepted Answer

1) Select the tickets with their checkboxes. 2) Click "Delete" in the selection bar. 3) Confirm the prompt "Are you sure you want to delete N tickets?" by clicking "Delete" (or "Cancel" to abort). Deleted tickets move to the Deleted tab, where they can be restored for 14 days before being permanently removed.

Question 12

How do I change how many tickets are shown per page?

Accepted Answer

Below the ticket list, the pagination bar reads "Showing [number] of [total]". Click the number box and type how many tickets you want per page; the list reloads automatically. The maximum is 1000 tickets per page.

Question 13

How do I move between pages of the ticket list?

Accepted Answer

Use the page numbers in the middle of the pagination bar or the left and right arrow buttons on its right side. For long lists the page numbers are abbreviated with "..." so you can jump straight to the first or last page. Very large result sets are capped at 10000 tickets of paging; narrow your search or filters to go deeper.

Question 14

Does the ticket list update automatically?

Accepted Answer

Yes, the list receives live updates. Tickets changed by others are refreshed in place and briefly highlighted, tickets deleted elsewhere are shown greyed out with strikethrough text, and newly arrived tickets are offered through a "New tickets" button so your reading position is not disturbed.

Question 15

How do I export my tickets to Excel?

Accepted Answer

1) On the ticket list, click the three-dot menu in the header. 2) Choose "Export to Excel". The export respects your current search, sort order, and filters, and it always includes tickets in hidden statuses such as Resolved and Closed. The file downloads through a new browser tab.

Question 16

What does "Show imported tickets" do?

Accepted Answer

Tickets brought in through an import are hidden from the ticket list by default. Open the three-dot menu in the ticket list header and choose "Show imported tickets" to include them; the same menu item then changes to "Hide imported tickets" to switch back. The setting is remembered in your browser.

Question 17

Why can't I see some of my workspace's tickets in the list?

Accepted Answer

The ticket list only contains tickets in groups you have access to, so tickets belonging to other teams' groups may be invisible to you. Also check the status tabs (a specific tab hides other statuses), active filters and search, and remember that tickets in hidden statuses such as Resolved and Closed, imported tickets, and deleted tickets are excluded from the default view.

The ticket list

Did not find what you were looking for?