Organizing Tickets and Table Views
Learn how to filter, search, sort, and manage ticket views and table columns in the Harmony Service Desk.
Path: /tickets/desk/$deskId
Filtering Tickets
The ticket table supports faceted filters. Use the filter popover in the toolbar to apply one or more filters. Filters are combined (AND logic). Clear individual filters or use Reset filters to remove all.
By Status
Filter by ticket status: Open, In Progress, Pending (Reporter, Approval, Internal Team, Third Party), Resolved, Closed, Canceled. The default view shows open statuses (excludes Resolved and Closed). Select multiple statuses to include in the view.
By Priority
Filter by Low, Medium, High, or Urgent.
By Assignee
Filter by assignee. Include Unassigned to see tickets without an assignee. Assigned to me is a quick filter that shows only tickets assigned to you.
By Reporter
Filter by the employee who reported the ticket.
By Source
Filter by ticket source: Slack, Harmony, Teams, Freshservice, Email, JSM, SolarWinds, SIIT.
By Tags
Filter by desk tags. Tags are defined per desk and applied to tickets. Tags are displayed as colored badges in the filter panel, matching the colors assigned to each tag for quick identification. System tags are excluded from filtering to keep the view clean and relevant.
By Team
Filter by team (subdesk) within a desk. You can also select Unassigned within the Team filter to surface tickets that have not been routed to any team yet. Combine Unassigned with one or more specific teams in a single filter to get a broader view of your queue - this is useful for identifying tickets that may have slipped through routing and need to be manually assigned.
By Watcher
Filter by one or more watchers to find tickets that specific team members are monitoring. Selecting multiple watcher IDs returns a combined set of results. Leaving the watcher filter empty has no effect on your current view. The watcher filter works alongside all existing filters, including status and assignee.
By Ticket Type
Filter by ticket type across all views - All Desks, individual desks, and Other. The following types are supported:
Request
Incident
Task
Change
Each type is displayed with its colored icon in the filter panel for quick identification. You can select one or multiple types, and the filter persists in the URL and across page reloads. It works with saved views and can be combined with all other filters.
By Last Updated
Filter tickets by when they were last meaningfully updated. The Last Update timestamp reflects significant activity on a ticket, including:
A new comment or reply from a requester, agent, or system
Status changes (e.g. Open to In Progress to Resolved)
Assignment changes to a different agent or team
Priority changes
New attachments added
Custom field value changes
Resolution added or changed
Internal notes
Automated workflow actions
Use this filter alongside sorting by Last Update to quickly spot tickets that need attention or have gone stale.
By Resolution Date
Filter tickets by the date they were resolved or closed. Use a date range to view tickets resolved within a specific period (e.g. this week, this month). You can also identify reopened tickets by combining this filter with an Open status - tickets that have a Resolution Date but are currently showing an Open status have been reopened.
By Service Catalog Item
Filter tickets by the Service Catalog item used during ticket creation. All catalog items that were used to create tickets are listed as options, including any that have since been deleted - deleted items are clearly marked as "Deleted" so you always have full visibility. This filter is scoped per desk.
By Auto-Tag Properties
Filter tickets using the auto-tag properties that Harmony has automatically assigned:
Auto-tag categories - filter tickets by their assigned category (e.g. "MFA Reset", "Billing Issue")
Auto-tag entities - narrow results to tickets associated with specific detected entities
Auto-tag symptoms - surface tickets that share a common symptom pattern
These filters can be combined with your existing ticket search parameters and all other filters.
By Desk
Filter tickets by desk to narrow your view to one or more specific desks. This filter is available in the all tickets overview and is particularly useful when working across multiple desks.
Quick Filters
Assigned to me - Built-in view that filters tickets assigned to you. Available across all desks, so you do not need to manually configure an assignee filter each time. Same as setting assignee to your employee ID.
Default view - Shows open statuses and unassigned by default. You can change the default view.
Searching for Tickets
Use the Search input in the toolbar. Search queries the ticket title (subject). Results update as you type (debounced). Search is combined with active filters.
Search matches ticket title. For full-text content search across descriptions and messages, use export with filters or external tools.
Sorting Ticket Lists
Click a column header to sort by that column. Click again to toggle ascending/descending. Sortable columns include: Priority, Status, Title, Source, Created at, Last Update, Resolution Date, Resolution SLA, and others. The default sort is Created at (newest first). Sorting is persisted in saved views.
Managing Saved Ticket Views
Saved views store filters, sorting, and search. Switch views from the dropdown next to the desk name (e.g. Desk name > View name). System views (Default view, Assigned to me) cannot be modified or deleted.
Personal and Public Views
Each saved view can be set as personal or public:
Personal views are visible only to you, just as before.
Public views are shared with all users in your account, so teammates can access the same filtered ticket lists without recreating them.
Public views display the creator's name so everyone knows who set up the view.
Creating Saved Views
Apply the filters, sorting, and search you want.
Click the view dropdown.
Select Save current view.
Enter a name and click Save view.
The new view is created and selected.
Updating Saved Views
Select the view to update.
Change filters, sorting, or search.
Open the view dropdown and click the ⋮ next to the view name.
Select Update view.
The view is updated with the current settings. Modified views show (Modified) until you update or switch away.
Renaming Saved Views
Open the view dropdown - ⋮ next to the view - Rename. Enter the new name and confirm.
Deleting Saved Views
Open the view dropdown - ⋮ next to the view - Delete. System views cannot be deleted.
Setting Default View
Open the view dropdown and click the star icon next to a view to set it as default. The default view is applied when you first open the desk (unless you arrive via a shared link with URL parameters).
Understanding Ticket Table Columns
The ticket table includes columns such as:
Ticket ID
Ticket identifier with type icon. Click to open.
Title
Ticket subject.
Status
Current status. Editable inline.
Priority
Priority level. Editable inline.
Source
Origin (Slack, Teams, etc.).
Assignee
Assigned employee or AI. Editable inline.
Reporter
Who reported. Editable inline.
Desk
Desk the ticket belongs to. Visible in the all tickets overview.
Team
Team (subdesk) if assigned.
Tags
Colored tag badges assigned to the ticket. System tags are excluded.
Resolution SLA
SLA deadline and status.
Resolution Date
Timestamp when the ticket was moved to a resolved or closed status.
Last Update
Timestamp of the most recent meaningful activity on the ticket.
Created at
Creation timestamp.
Approval
Approval status when applicable.
Insights
Automated solution or knowledge base indicator (if enabled).
CSAT
Customer satisfaction score for the ticket. Optional column, only available for desks with CSAT enabled. Not shown by default.
Some columns are hidden on mobile. Column visibility and order can be customized.
Customizing Column Visibility
Click the Manage columns (settings) button in the toolbar. A dropdown lists all hideable columns with checkboxes. Toggle columns on or off to show or hide them. Changes are saved per user.
The CSAT column is not shown by default - enable it when you want to analyze customer satisfaction alongside resolved tickets. It is only available for desks that have CSAT enabled in their desk settings, and it is included in downloaded exports.
Reordering Table Columns
In Manage columns, drag the grip handle next to a column to reorder. The new order is persisted. Some columns (e.g. selection) are fixed to the left and cannot be moved.
Using Table Pagination
The table paginates tickets. Use the pagination controls at the bottom to change page or page size. Page size options typically range from 10 to 200 rows. Page index and size are reflected in the URL for sharing.
Navigating Large Datasets
Keyboard Shortcuts
When the tickets table is focused:
/
Focus search
Escape
Clear search
↑ / ↓
Move focus between rows
Enter
Open focused ticket (after using arrow keys)
← / →
Previous / Next page
Shift+R
Refresh table
Shift+X
Reset all filters
Arrow key navigation tracks a focused row. Press Enter to open that ticket. Hovering a row also updates focus.
Opening Tickets in New Tabs
You can use standard browser navigation gestures directly from the tickets list:
Right-click a ticket to open the browser's native context menu, letting you open the ticket in a new tab or window.
Middle-click (scroll wheel click) on a ticket to instantly open it in a new browser tab.
Ctrl+click (Windows/Linux) or Cmd+click (Mac) on a ticket to open it in a new tab.
Using Bulk Actions on Tickets
Select multiple tickets with the row checkboxes. When rows are selected, bulk action buttons appear in the toolbar.
Selecting Multiple Tickets
Click the checkbox in each row, or use the header checkbox to select all visible rows on the current page.
Bulk Updating Ticket Status
Use Bulk status to change status for all selected tickets. If the desk requires a close comment for Resolved/Closed, you will be prompted for an internal comment.
Bulk Updating Ticket Priority
Use Bulk priority to set priority (Low, Medium, High, Urgent) for all selected tickets.
Bulk Assigning Tickets
Use Bulk assignee to assign all selected tickets to an employee or Harmony AI. All selected tickets must be on the same desk; bulk assign across multiple desks is not supported.
Bulk Moving Tickets Between Desks
Use Move between desks to move multiple tickets from one desk to another in a single action. Select any number of tickets within the same desk, then click Move between desks in the bulk actions bar. A guided modal walks you through the transfer:
Target desk selection - choose from all desks you have permission to view.
Assignee - optionally pick a default assignee from the destination desk. If left blank, tickets are auto-assigned based on the desk's routing logic, or left unassigned if no agent is available.
This is useful when reorganizing or reassigning work across your support teams.
Understanding Bulk Action Limits
Bulk updates apply to all selected tickets on the current page. The API processes them in a single request. If assignment fails (e.g. tickets span multiple desks or assignee is not a desk member), an error toast explains the issue.
Viewing Ticket Activity from the List
You can view a ticket's full activity history directly from the ticket preview modal, without needing to open the ticket in full. An Activity drawer slides in alongside the preview, showing a chronological log of events that have occurred on the ticket - including status changes, assignment changes, comments, and more. This lets you get a complete picture of what has changed and when, without losing your place in the ticket list.
Ticket cards in the list also surface notification indicators so you can see at a glance which tickets have new activity or updates, making it easier to prioritize and respond to incoming requests faster.
Related Resources
Last updated
Was this helpful?