Filtering tickets
Quick filters
Use Filter in the view bar above the 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:| Operator | Available On | Example |
|---|---|---|
| is | All attributes | Status is “In Progress” |
| is not | All attributes | Assignee is not “Unassigned” |
| before | Date fields | Created before January 1 |
| on or after | Date fields | Updated on or after last Monday |
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
Combining filters
Apply multiple filters to narrow your results. Filters work together using logical AND:- 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
Sorting tickets
Change how tickets are ordered in your list view:| Sort option | Description |
|---|---|
| Date created (newest first) | Most recently created tickets at top |
| Date created (oldest first) | Oldest tickets at top |
| Priority | Highest priority tickets first |
| Date SLA breaches | Tickets closest to SLA deadline first |
| Date updated | Most recently modified tickets first |
Click Save view to keep your sort, group, and display settings in a saved view.
Saved views
Create saved views to quickly access frequently used filter, sort, and display settings, including custom status or priority group order.Create a saved view
Click Save view
Click Save view in the view bar after you change filters or display settings. To change an existing saved view, click Update. To keep the original and save your changes, click Save as new.
Name your view
Give your view a descriptive name, such as “My Open Tickets” or “High Priority Bugs.”
Example views
My Tickets
My Tickets
Filters: Assignee = Me, Status ≠ DoneShows all tickets assigned to you that aren’t completed.
Unassigned
Unassigned
Filters: Assignee = None, Status = To DoShows new tickets waiting to be picked up.
SLA At Risk
SLA At Risk
Filters: SLA = Due Soon or OverdueShows tickets that need attention to meet SLA commitments.
This Week's Resolved
This Week's Resolved
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 organizing or reviewing tickets by a shared attribute.Available group-by options
| Group by | Description |
|---|---|
| Assignee | Group tickets by who they’re assigned to |
| Status | Group tickets by their current workflow stage |
| Priority | Group tickets by urgency level |
| Team | Group tickets by responsible team |
| Created date | Group tickets by when they were submitted |
| Updated date | Group tickets by when they were last modified |
| Due date | Group tickets by their due date |
Ticket views
List view
The default view displays tickets as a list with key attributes visible:- Title and optional message preview on hover
- Configurable columns such as status, priority, and assignee (choose columns in Display)
- SLA status, labels, and timestamps when those columns are enabled
- Click a ticket to open its detail pane beside the list
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 workflow status for your team
- Update ticket properties directly from cards. Change priority or assignee without opening the ticket
- Board view is always grouped by status. Group by and status sort in Display aren’t available in board view
- Great for visualizing workflow and identifying bottlenecks
Search
Use the search bar to find tickets by:- Ticket title - Match words in the ticket title
- Description - Search within ticket descriptions
- Requester - Search by who submitted the request
- Ticket ID - Jump directly to a specific ticket
Archiving tickets
Team managers can archive tickets to keep active queues clean and focused.- Who can archive: Team managers
- Which tickets: Best practice is to archive tickets in a resolved state (Done or Canceled). Serval doesn’t block archiving open tickets.
- What happens: Archived tickets disappear from active views but they’re still 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’re 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
Use board view for organization
Switch to board view when organizing 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”