Inbox Filter and My Tickets

Just my tickets, or no closed ones

On a desk with twenty analysts, the folder pane can be a long list to scroll past to find your own work. Two things help, and they work together.

Asked for in #149.

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My tickets, when grouped by analyst

Group the folder pane by Analyst and your own folder moves to the top, under the name My tickets, with a line beneath it separating it from everybody else.

It is still your analyst folder in every other way: it opens to show a count per status, and dragging a ticket onto it assigns the ticket to you. Your name is not listed a second time further down.

The filter button

Above the ticket list, beside Search, there is a filter button (the funnel). It opens a small panel with two choices:

Show: All / Mine	Mine narrows everything to tickets assigned to you.
Hide closed	Leaves out every ticket whose status is marked as closed.

The filter narrows the folders and the list together, whichever way the pane is grouped. Every folder count follows it, so a department that says 3 has 3 of your tickets in it.

You can always tell a filter is on. The funnel shows a dot, and a label - Mine, Closed hidden - sits beside the list title. Click either label to open the panel again.

Both choices are saved for you alone, and are still there next time you sign in.

Two things worth knowing

• Mine is not offered when grouped by Analyst. In that view your tickets already have their own folder, and "Mine" would drop every other analyst's folder to 0. Your saved choice comes back when you switch to Department or Team. Hide closed works in every grouping.
• "Closed" means your closed statuses. It hides every status marked as closed under Tickets → Settings → Statuses, not just one called "Closed". If you want Resolved hidden too, mark Resolved as a closed status.

Snoozed and Trash are not filtered: they always show everything in them.

Search keeps finding closed tickets

The search panel has its own switch, Include closed tickets, which is on by default. A search is usually a hunt for an old ticket, so it ignores the inbox filter and finds closed tickets unless you switch this off. It applies to both the ticket number / email / subject search and to searching inside tickets. Your choice is remembered.

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See also

• The folder pane · Searching inside tickets · Tickets
• Developer guide