In the Ticketing Interface, the different areas of the Navigation Panel are separated into accordions to make it easy to move between the different ticketing features.

You can have any number or combination of these items open at once, depending on your preferences. The Ticket navigation items, include:

Queues

Ticket Queues are one of the core organizational structure in the helpdesk and are used to categorize tickets that come into the helpdesk.

Queues categorize tickets so you can easily find tickets owned by different people, e.g. your Tickets, Your Team's Tickets, etc.

The primary Queue Sets that exist as default are 'My Inbox', which contains tickets that specifically relate to you. And 'Inbox', which contains tickets that involve the helpdesk gloablly.

Admins can create additional Queues and Queue Sets to further segment tickets in the helpdesk if required.

Lists

Lists are another organizational structure of Deskpro that lets you build List of tickets using FQL, but Lists also have a convenient filtering panel that lets you generate queries via intuitive dropdowns.

You can build and manage your Lists from this section of the Navigation Panel, plus any saved Lists will be stored here for quick access.

Ticket Search

Ticket Search lets you perform a search for specific tickets in the helpdesk against criteria such as subject, contents, author, and file attachments.

You can also star particular searches which lets you keep them pinned to the Navigation Panel to re-run the search again in the future.

Problems

In Problems, you can view Tickets that have been added to Problem, you can look at Open Problems by selecting the open book icon, or Closed Problems by selecting the closed book icon.

All Ticket incidents that are generated as the result of a Problem and are linked to the Problem will be shown here for all Agents in your helpdesk.

My Stars

You can also categorize your own Tickets using My Stars. Stars are a personal organization system, which can be applied to Tickets and are only visible for you.

Stars can also be renamed to make them more useful for organizing tickets.

Labels

Tickets can also be filtered by Labels which are text tags you can create and apply to Tickets so that similar items are grouped together.

E.g. adding the Label Complaints for Tickets that are complaints which will then all be grouped under that Label.

The Managing Tickets section of this Guide provides more detail about using these different ticketing features.