Find tickets

Use the Tickets list, its filters, search, the command palette, and keyboard shortcuts to find any ticket you may see.

Written for
user
Roles
owner, admin, member, project-manager, client-user, elevated-client-user
Requires
Feature
tickets

The Tickets list shows every ticket you may see, newest activity first, with filters that live in the page address so a filtered view can be shared as a link. Client users see the same page as My tickets. For a quick jump to one ticket, use the command palette instead.

Before you start

No special permission is needed. You only ever see tickets you may see: workspace Owners and Admins see everything, Members see tickets on their projects and the Inbox, elevated client users see tickets billed to their client on the projects they are elevated on, and everyone sees tickets they reported or were shared with as a viewer. Tickets you cannot see are not listed, not counted, and not found by search.

Steps

  1. Open Tickets in the sidebar (client users: My tickets).
  2. Type in Search, choose one or more filters, and select Apply.
  3. Select a row to open the ticket. Clear filters returns to the full list.

The list has the columns Id, Title, State, Assignee, Due, and Updated. Overdue due dates are highlighted.

Fields

Filter Options
Search Placeholder "Search title, text, or id". Matches words in the title, the description, and the comments you may read; a part of the title; or a ticket id such as ACME-184.
State Any, Open, Closed, or one specific state
Project Any or one project. Workspace users only.
Kind Any or one kind
Assignee Any, Me, Unassigned, or one workspace user
Viewer Any, Me, or one person (client users are shown with their client in brackets)
Priority Any or one priority, listed highest first
Label Any or one label
Billing client Any, Internal work (no client), or one client. Workspace users only.
Due Any, overdue (due date in the past and the ticket is open), Due within 7 days (today through seven days ahead), No due date

Rules

  • Order. Tickets are always ordered by last activity, newest first. Every change on a ticket counts as activity: a comment, a field edit, logged time, a new attachment, a link, a viewer grant. There is no other sort order.
  • Pages. A page holds 50 tickets. Use Next page and Previous page below the list.
  • Shareable addresses. Every filter is a parameter in the address (q, projectId, stateCategory, stateIds, kindIds, assigneeId, viewerId, billingClientId, priorityIds, labelIds, due, archived). Copy the address to share the view.
  • Archived tickets. Archived tickets are hidden from the list, boards, and search. To list them, add archived=true to the address, for example /w/acme/tickets?archived=true. See Archive and delete a ticket.
  • Comments in search. A search hit can come from a comment only if you may read that comment. A regular client user's search never matches Internal or Staff comments.
  • Ticket ids. Searching for ACME-184 finds that ticket. If the workspace's prefix has changed, the current prefix with an old number still resolves. Every ticket address also accepts the id directly: /w/acme/tickets/ACME-184.
  • Copy an id. On a ticket page, select the id chip in the header to copy it ("Copy id", then "Copied").

Keyboard

  • j and k move down and up the list; the selected row's title takes focus, and Enter opens it.
  • / opens search; ⌘K (Ctrl+K on Windows and Linux) opens Search and commands, the command palette. Type part of a title or an id: the palette shows up to eight matching tickets above the commands. Use the arrow keys and Enter to open one, Esc to close.
  • ? shows the full shortcut sheet.

Client users

Client users open the same page under the name My tickets. The Project and Billing client filters are not shown. A regular client user sees only the tickets they started or were shared with; an elevated client user also sees the tickets billed to their client on the projects they are elevated on. Estimates and the billing client never appear on the rows.

Examples

Everything open and assigned to you: State = Open, Assignee = Me, then Apply. Bookmark the resulting address.

Tickets on the Acme project that are overdue: Project = Acme, Due = overdue.

Through the API, the same view is GET /api/w/acme/tickets?assigneeId=me&stateCategory=open; results come in pages of up to 50 with a nextCursor. See the API reference.

Common problems

  • A ticket you know exists is not listed. You may not have access to it. A colleague can share it with you as a viewer, or add you to the project.
  • "The page cursor is not valid. Reload the list." A stale page link was followed. Open the list again.
  • A closed ticket is missing from the board but shows in the list. Boards and lists show the same tickets; check the State filter. If the ticket was archived, it is hidden from both until you use the archived address.
  • Use boards Read the workspace and project boards, filter them, and change state or assignee by dragging cards with the mouse or keyboard or from the card menu.
  • My work The My work page lists the open tickets assigned to you, due soon, reported by you, and shared with you, for workspace users and client users alike.
  • Archive and delete a ticket Archive a ticket to hide it, restore it, delete it for good when no time has been billed, or redact its content when it cannot be deleted.
  • Finding your way around The sidebar for workspace users and client users, the top bar, the workspace switcher, the command palette, every keyboard shortcut, and how search works.
  • State A state is a ticket's position on the board; each state is open or closed, one open state is the reopen target, and one closed state may be the customer-resolve state.
  • Tickets List, read, create, update, move, archive, delete, and redact tickets through the SAQ REST API, with every filter, body field, response field, and error.