# 2. Tickets In the menu => **Select Additional** features (1) => **select Tickets** (2)

* **List of Tickets:** \- Your open tickets: List containing tickets assigned directly to the employee who is logged into the system and only displays tickets in the open state \- Undelivered tickets: List containing tickets that have not been assigned to any group or employee \- All tickets: List containing all tickets in the app \- Group list: includes tickets assigned to groups in the app. By default, only displays the list of groups that the logged-in employee belongs to (is a member of that group). Other groups' lists are hidden by default until the user later sets them to hide/show \- Employee list: includes tickets assigned to other employees in the app. By default, it is not displayed until the user sets the list of a specific employee to hide/show then. \- Each list has an index of the open tickets it contains

* Arrange Tickets \- Each interface has a ticket sorting feature. \- By default, sort by creation date from the latest date.

When clicked, the ticket arrangement has a 2-zone structure a. Area 1: Area for selecting information fields as criteria \- Ticket information group \+ Customer: text format \+ Appointment start schedule: date - time format \+ End appointment schedule: date - time format \+ Reception source: text format \+ Resolution department in charge: text format \+ Person in charge: text format \+ Pipeline: text format \+ Ticket ID: number form \+ Status: text format \+ Priority: text format \+ Acceptance form \- Ticket activity group \+ Last operation: date - time format \+ Creation date: date - time format

b. Area 2: Select area to sort order Newest/Oldest

* **Filter by Pipeline**: Allows displaying tickets in a list by pipeline.

\- Default “All pipeline”: displays all tickets in the list when in table and card view. \- When switching to a specific pipeline, you will view it in Kanban mode. The “All pipelines” option cannot be selected in the Kaban interface. * **Switch interface**: \- Manage tickets being processed in the system \- The ticket administration screen has 3 types: \+ Card management interface

\+ Tabular administration interface

\+ Kanban-style management interface

* Filter: The filter structure includes: **a. Search in filter** \- By default, it is enabled when the user turns on the filter feature. Users can turn on/off the filter by clicking on the search icon. \- Search information fields by keywords, display information fields that satisfy or do not find satisfactory values

**b. Recently used**: Group of information fields most recently used by users, default to 3 information fields most used by users. During the first use, there are 3 fields set to system default: Pipeline, Priority, Status. The other fields are then updated when the user has used the filter.

**c. Ticket information** \- Ticket information filter includes information fields: Resolution department, ticket ID, Customer, Description, Receiving source, Staff in charge, Group in charge, Tag, Ticket name, Appointment start schedule, Appointment schedule ended, Employee created, Phone number, Email, Address, Ticket/ST name containing words, Child Service task, Child ticket, Filter by SLA, Ticket custom field, Customer custom field. \- Filter information fields are in the following formats: Multi-option format, time format, text format, search format

**d**.**Ticket activity:** Filter tickets by time: Last activity the employee assigned the ticket to, Date created, Date closed, Last response, First response

**e.Apply:** Click Apply to create tickets that satisfy the settings you created