All tickets is your team's work queue. It shows the team's open tickets, either as a Kanban board grouped by status or as a table you can sort.
Open it from All tickets in the Desk menu. The header shows All tickets: and the name of the team you're viewing.
- Switch views: use the two icons at the right of the toolbar. One shows the table, the other the Kanban board. The board opens in Kanban.
- Switch teams: if you're a member of more than one team, click the arrow next to the team name to switch between them.
- Team settings: team Owners have a Team settings button in the header.
New tickets and changes made by your teammates appear on the board automatically, without a refresh. When you open a ticket and come back, the board keeps your view, filters and scroll position.
If your team has no tickets yet, the page shows No tickets yet. Tickets received by email will appear here automatically.
What you see as an Owner or an Editor
What the board shows depends on your role in the team you're viewing.
| Owner | Editor | |
|---|---|---|
| Tickets on the board and in the table | All of the team's tickets | Only the tickets assigned to them |
| Unassigned column | Yes | No. Tickets appear once an Owner assigns them to you |
| Assignee filter and Assigned to me | Yes | No |
| Assign or reassign (drag or table dropdown) | Yes | No |
| Assignee avatar and ticket age on cards | Yes | No |
| Overview in the Desk menu | Yes | No |
Your role is set per team. If you're an Owner of one team and an Editor of another, each board follows your role in that team.
Kanban view
The Kanban board has one column per status, from left to right: Unassigned, To do, In progress, On hold, Waiting for reply and Done. Each column header shows how many tickets are in it, after your filters. Within a column, the newest tickets are at the top.
The Done column is hidden by default. Check Show done tickets in the toolbar to show it.
Moving tickets between columns
Drag a card to another column to change its status. Some moves also change who the ticket is assigned to:
| You drag a ticket from | To | What happens |
|---|---|---|
| Unassigned | To do | The ticket is assigned to you, and its status is To do |
| Any column | Unassigned | The assignee is cleared, and its status is Unassigned |
| Any other column | Any other column | Only the status changes. The assignee stays the same |
Only Owners see the Unassigned column, so only Owners can assign or unassign by dragging. Editors drag their own tickets between the other columns to update their status.
If a change can't be saved, the card moves back to where it was. You can also reorder cards within a column while you work, but that order isn't saved.
What a ticket card shows
Each card gives you enough to decide what to pick up next. Click a card to open the ticket.
| On the card | Example | Notes |
|---|---|---|
| Ticket number | AR-1042 | Your team's prefix and the ticket's number |
| Age | 3h ago | How long ago the ticket was created. Hover for the exact date and time. Owners only |
| Title | Payment for INV-10482 | The email subject |
| Requester | ap@northwind.com | The sender's email address |
| Due date | Due date: Nov 14, 2026 | Shown in red when the date has passed. ---- when there's no due date |
| Assignee | Dana Levi or Unassigned | Owners also see the assignee's avatar |
| Tags | #refund +2 | The first tag, plus how many more. Hover to see them all |
| Priority | Urgent, Medium or Low | A colored badge |
Table view
The table lists the same tickets as the board, one row per ticket. It's useful when you want to sort or scan many tickets at once.
| Column | Notes |
|---|---|
| ID | The ticket number |
| Title | The email subject |
| Requester | The sender's email address |
| Assignee | Owners can change the assignee right here, without opening the ticket |
| Created date | When the ticket arrived |
| Due date | Highlighted when overdue |
| Status | The current status |
| Tags | The first tag, plus how many more |
| Priority | Urgent, Medium or Low |
- Sort: click a column header. Every column except ID and Title can be sorted. By default the table is sorted by priority, Urgent first.
- Open a ticket: click its row.
- Done tickets are hidden here too, unless Show done tickets is checked.
Searching and filtering
The toolbar above the board and the table narrows down which tickets you see. Filters apply to both views.
Search
Type in Search to find tickets by title, requester email or ticket number. You can type the number with or without the prefix: AR-194, #194 and 194 all work.
Filters
| Filter | Options |
|---|---|
| Priority | Urgent, Medium, Low |
| Assignee (Owners only) | Unassigned, or one or more team members |
| Tags | One or more tags, or No tag. A ticket matches if it has any of the tags you pick |
| Requester | One or more requester email addresses |
| Created date | A date range: pick From and To, then Apply |
| Assigned to me (Owners only) | Only the tickets assigned to you |
| Show done tickets | Adds Done tickets to the board or table |
Each dropdown lists the values found in your team's current tickets, and you can pick several.
Filtering by record data
Click + More to filter by the financial data on the tickets' linked records, such as Invoice Status, Bill Status or Customer Status.
- Click + More and check the fields you want. The list shows your team's configured ticket fields.
- Click Done. Each field is added to the toolbar as its own filter.
- Pick one or more values from the field's dropdown. Desk shows the tickets whose linked record has one of those values.
Tickets without a linked record don't match a record-data filter. Remove a field from the toolbar with its X.
Clearing filters
Click the clear icon (Clear all filters) to remove every filter and the search at once.
Your filters, search and view are part of the page address. They stay when you open a ticket and come back or reload the page, and you can bookmark or share a filtered view. The record-data fields you added under + More are remembered in your browser.
Wrap up
You have now learned how to:
- Switch between the Kanban board and the table.
- Read what Owners and Editors see.
- Move tickets between statuses by dragging, and how that assigns or unassigns them.
- Read a ticket card and sort the table.
- Search, filter, and filter by the linked record's financial data.
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