Ticket Views

Ticket Views give every agent a clear starting point. The sidebar on the Tickets screen groups your queue into the places you check every day, and each view shows a live count. Click a view to open its tickets.

Where To Find Ticket Views

Go to FluentSupport > Tickets. The views sit in the Ticket Filters sidebar on the left.

The Views

My Work

• Assigned to Me: open tickets assigned to you.
• Unassigned: open tickets that no agent owns yet. Agents who can only see their assigned tickets don't see this view.
• Bookmarks (Pro): tickets you bookmarked.

Needs Attention

• Waiting For Reply: tickets where the customer is waiting for an answer.

Priority

• One view per priority, with the highest priority on top. Critical tickets stand out.

Status

• One view per ticket status, such as Open, Active, Closed, New and All.

Saved Filters (Pro)

• Your saved searches. This group appears once you save a search.

Tags

• One view per ticket tag. The sidebar shows your first eight tags. When you have more, a search box helps you find the rest.

Live Counts

Each view shows how many tickets it holds, and the counts update as your team works. Counts follow each agent's access: an agent who only sees assigned tickets never sees numbers for tickets they can't open.

Switch Views From a Single Ticket

You don't need to go back to the list to change queues.

• The view switcher at the top left of the single ticket screen shows the current view and its count. Click it to pick another view.
• Next to the ticket number, FluentSupport shows where you are in the list, such as 2 of 11.
• Use the up and down arrows to open the previous or next ticket. They keep going across list pages, so you can work through a long queue without leaving the ticket screen.

Ticket Views on Phones and Tablets

On a phone or tablet, the sidebar moves out of the way so the ticket list starts at the top of the screen. Tap the view name above the list to open Ticket Views. It opens as a bottom sheet on phones and as a side panel on tablets.

Tips And Notes

Keyboard shortcuts

When keyboard shortcuts are on, open a view from anywhere on the Tickets screen. Use Ctrl + Shift on Windows and Linux, or Cmd + Shift on a Mac:

• A: Open tickets
• M: Assigned to Me
• U: Unassigned
• B: Bookmarks (Pro)

INFO

Click the collapse icon at the top of the sidebar for more room. The collapsed sidebar keeps the view icons.