Skip to main content
Serval provides powerful filtering and sorting capabilities to help you find tickets quickly and organize your queue effectively.

​
Filtering Tickets

​
Quick Filters

Use the filter bar above your ticket list to narrow results by common attributes:

Status

Filter by To Do, In Progress, Done, or Canceled

Assignee

Show tickets assigned to specific team members

Priority

Filter by urgency level

Labels

Find tickets with specific tags

SLA

Show tickets approaching or past due

Date Range

Filter by creation or update date

​
Filter Operators

Each filter supports operators that give you precise control over matching:
OperatorAvailable OnExample
isAll attributesStatus is “In Progress”
is notAll attributesAssignee is not “Unassigned”
beforeDate fieldsCreated before January 1
on or afterDate fieldsUpdated on or after last Monday
Operators vary by attribute type. Date fields support time-based operators, while text and selection fields support equality operators.

​
Involves Filter

The Involves filter lets you find all tickets where a specific person is involved in any capacity:
  • Assignee
  • Requester
  • Commenter
  • Mentioned
  • Approver
  • Task assignee
This is useful when you need to see every ticket a person has touched, regardless of their specific role on the ticket.

​
Combining Filters

Apply multiple filters to narrow your results. Filters work together using AND logic:
  • Status: In Progress + Assignee: Me = Tickets I’m currently working on
  • Priority: High + SLA: Overdue = Urgent tickets that need immediate attention
  • Involves: Me + Status: To Do = All open tickets where I’m involved in any capacity
Click the X on any filter chip to remove it, or click Clear all to reset all filters.

​
Sorting Tickets

Change how tickets are ordered in your list view:
Sort OptionDescription
Newest firstMost recently created tickets at top
Oldest firstOldest tickets at top
PriorityHighest priority tickets first
SLA dueTickets closest to SLA deadline first
Recently updatedMost recently modified tickets first
Sort settings persist during your session but reset when you return to the page.

​
Saved Views

Create saved views to quickly access frequently used filter combinations.

​
Creating a Saved View

1

Apply your filters

Set up the filters you want to save.
2

Click Save View

Click the Save View button in the filter bar.
3

Name your view

Give your view a descriptive name like “My Open Tickets” or “High Priority Bugs”.
4

Access your view

Your saved views appear in the sidebar for quick access.

​
Example Saved Views

Filters: Assignee = Me, Status ≠ DoneShows all tickets assigned to you that aren’t completed.
Filters: Assignee = None, Status = To DoShows new tickets waiting to be picked up.
Filters: SLA = Due Soon or OverdueShows tickets that need attention to meet SLA commitments.
Filters: Status = Done, Updated = This WeekShows tickets completed in the current week for reporting.

​
Grouping Tickets

Group your ticket list by a property to organize tickets into sections. This is useful for triaging or reviewing tickets by a shared attribute.

​
Available Group-By Options

Group ByDescription
AssigneeGroup tickets by who they’re assigned to
StatusGroup tickets by their current workflow stage
PriorityGroup tickets by urgency level
TeamGroup tickets by responsible team
Created dateGroup tickets by when they were submitted
Updated dateGroup tickets by when they were last modified
Due dateGroup tickets by their due date
To group tickets, click the Group option in the toolbar above the ticket list and select a property. Tickets are organized into sections labeled by the property value.
Grouping works alongside filters and sorting. For example, filter by “Status: In Progress”, group by “Assignee”, and sort by “Priority” to see each team member’s active workload ranked by urgency.

​
Ticket Views

​
List View

The default view displays tickets as a list with key attributes visible:
  • Title and description preview
  • Status, priority, and assignee
  • SLA status and labels
  • Creation and update timestamps

​
Board View

Switch to board view to see tickets organized by status in a Kanban-style layout:
  • Drag and drop tickets between columns to update their status
  • Each column represents a status category (To Do, In Progress, Done, Canceled)
  • Update ticket properties directly from cards — change priority or assignee without opening the ticket
  • Great for visualizing workflow and identifying bottlenecks
Board view is especially useful during triage sessions. Drag incoming tickets from “To Do” to “In Progress” as you assign them, and update priority directly from the card.
Use the search bar to find tickets by:
  • Ticket title - Match words in the ticket title
  • Description - Search within ticket descriptions
  • Requester name - Find tickets from a specific person
  • Ticket ID - Jump directly to a specific ticket
Combine search with filters for precise results. For example, search “password reset” with filter “Status: To Do” to find unresolved password requests.

​
Archiving Tickets

Team managers can archive resolved tickets to keep active queues clean and focused.
  • Who can archive: Team managers
  • Which tickets: Only tickets in a resolved state (Done or Canceled)
  • What happens: Archived tickets disappear from active views but remain accessible in read-only mode
  • How to find them: Use filters to show archived tickets when you need to reference past work
Archiving is non-destructive. Archived tickets retain all their data and history — they are simply hidden from default views.

​
Best Practices

Start your day with a view

Use saved views like “My Tickets” or “SLA At Risk” to prioritize your work each morning

Use board view for triage

Switch to board view when triaging incoming tickets to quickly assign and prioritize

Filter by SLA regularly

Check the SLA filter throughout the day to catch tickets before they breach

Create team views

Set up shared views for common team needs like “Unassigned” or “Escalated”