Reading the list
Reading the list
Every list of work (cases, incidents, major incidents) is laid out the same way, from top to bottom:
- The toolbar: the search first, then the standard filters (Status, Priority, the person it is assigned to, Unit, Account, Created and Updated), then filters of its own, and at the right the sort, Clear filters, Columns and the row size.
- The chips that count what needs attention.
- The list.
The list has a heading for each column. These are the default ones:
| Column | What it shows |
|---|---|
| Case | The subject (bold while the case is New), up to two labels, the reference, and a one-line preview of the latest message. "You replied:" in front of the preview means the last message was a reply from your team. An icon before the row marks High and Urgent priority. |
| Status | New, Open, Pending or On hold (or Resolved and Closed when finished). |
| Requester | The person who wrote in. Hover for their email address. |
| Account | The company the requester belongs to, if any. |
| Unit | Where the case belongs. |
| Next target | The time left to the next service-level target (see below). |
| Waiting | How long the requester has been waiting for an answer; red after 24 hours. Hover for the exact date. In Resolved and closed this is Updated: when the case last changed. |
| Assignee | The avatar of the person the case is assigned to, or an empty circle. |
Your columns
Columns (the button with three bars, at the right of the toolbar) picks which columns you see and in what order:
- Tick a column to add it, untick to remove it.
- Move it up (further left) or down (further right).
- Reset to the default columns goes back to the ones above.
Everything a case has can be a column: also the priority, reference, requester email, team, the assignee's name, labels, source, channel, the number of messages, when it was created and updated, and whether it is restricted.
[!TIP] Your choice is saved with your account, so it follows you to other browsers, and each list (cases, incidents, major incidents) keeps its own.
A wide set of columns scrolls sideways instead of squeezing the text. On a phone the list shows the case and the first column after it.
Due and overdue
When a service level applies, Next target shows a chip with a clock and the time left to the next target.
| Chip | Means |
|---|---|
3h 10m, 1d 4h | Time left to the next target. |
| Amber | Due within the hour. |
Red, with "over" after the time (1d 5h over) | The target has passed. |
Hover it for the target's date and time. Targets come from the service levels your admin sets; the service-level panel on the case shows the first response and resolution targets separately.
Comfortable and compact
The two buttons at the right of the toolbar switch between comfortable rows, with the latest message, and compact rows, one line per case, for going through a long queue. The browser remembers your choice.
Sorting
Click Next target or Waiting in the column headings to sort by them; an arrow shows the current order. The sort menu in the toolbar also has Recently updated (the default in Resolved and closed). Due soon, and the Overdue and Due within the hour chips, are always sorted by the target.
Keyboard
Outside text fields:
| Key | Does |
|---|---|
j or ↓ | Next case |
k or ↑ | Previous case |
Enter or o | Open the highlighted case |
x | Select or unselect the highlighted case |
/ | Jump to Search cases |
Esc | Stop highlighting |
Pages
Below the list are the page buttons and the page size (25, 50, 100 or 500 cases). The browser remembers the page size. Refresh at the top reloads the list.