Ticket List – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Wed, 12 Aug 2026 08:45:58 +0000 en-US hourly 1 https://wordpress.org/?v=7.1.2 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Ticket List – SupportCandy https://supportcandy.net 32 32 Ticket list items https://supportcandy.net/docs/ticket-list-items/ Wed, 22 Jun 2022 05:20:09 +0000 https://supportcandy.net/?post_type=docs&p=279986
Overview

Ticket list items are the columns (fields) displayed in the ticket list. These help agents and customers quickly view important ticket information.

There are separate configurations for:

  • Agent view
  • Customer view

Where to Find

You can configure list items from:

  • Support → Ticket List → Agent ticket list → List items
  • Support → Ticket List → Customer ticket list → List items

Adding Fields to Ticket List

You can add different types of fields as list items:

  • Ticket fields
  • Agent-only fields
  • Customer fields

This allows you to customize what information appears in the ticket list.

Column Width Settings

You can control the width of each column in the ticket list.

How to Set Column Width
  1. Go to the field settings:
    • Ticket fields
    • Agent-only fields
    • Customer fields
  2. Edit the required field
  3. Set the desired column width
  4. Save changes

The updated width will be reflected in the ticket list.

Notes / Tips
  • Agent and customer ticket lists can be configured independently
  • Adding too many fields may affect readability
  • Use only essential fields for better usability
]]> Ticket list filter items https://supportcandy.net/docs/ticket-list-filter-items/ Wed, 22 Jun 2022 05:21:14 +0000 https://supportcandy.net/?post_type=docs&p=279992
Overview

Ticket list filter items define the fields available in custom filters on the ticket list. These filters help agents and customers quickly narrow down tickets based on specific criteria.

There are separate configurations for:

  • Agent view
  • Customer view

Where to Find

You can configure filter items from:

  • Support → Ticket List → Agent ticket list → Filter items
  • Support → Ticket List → Customer ticket list → Filter items

Adding Fields to Filters

You can include different types of fields in ticket list filters:

  • Ticket fields
  • Agent-only fields
  • Customer fields

This allows you to create flexible and powerful custom filters.

Notes / Tips
  • Agent and customer filter items can be configured independently
  • Only added fields will be available in custom filters
  • Use relevant fields to keep filters simple and effective
]]> Default filters https://supportcandy.net/docs/default-filters/ Wed, 22 Jun 2022 05:22:35 +0000 https://supportcandy.net/?post_type=docs&p=279997
Overview
Default filters help Agents and Customers quickly view tickets based on their status, assignment, or other conditions.
The available filters depend on whether the user is viewing the Agent or Customer ticket list.
Agent View
The following default filters are available in the Agent view:
All – Shows all tickets except deleted tickets.
Unresolved – Shows tickets with an unresolved status, excluding deleted tickets. Unresolved statuses can be configured separately for Agents and Customers. To configure them, go to Support → Ticket List → More Settings → Agent View and set the required unresolved statuses.
Unassigned – Shows tickets that are not assigned to any Agent, excluding deleted tickets.
Mine – Shows tickets assigned to the current Agent, excluding deleted tickets.
Closed – Shows tickets with a closed status, excluding deleted tickets. Administrators can configure which statuses are considered closed. Go to Support → Ticket List → More Settings → Advanced → Closed Statuses to configure the closed statuses.
Deleted – Shows deleted tickets.
SupportCandy custom fields agent ticket field default field
Add a Custom Default Filter for Agents
You can add a new default filter based on an existing filter and additional conditions.
For example, you can create a Marketing filter that shows all unresolved tickets in the Marketing category.

Steps to Add a Default Filter
  • Go to Support → Ticket List → Agent ticket list → Default filters.
  • Click Add New.
  • Enter a label for the filter, such as Unresolved tickets from Marketing Category.
  • Select Unresolved as the Parent filter.
  • Add the condition Category equals Marketing.
  • Click Submit.

The new Marketing filter will be available in the Agent ticket list.
SupportCandy custom fields add new agent default field
Customer View
The following default filters are available in the Customer view:
  • All – Shows all tickets except deleted tickets.
  • Unresolved – Shows tickets with an unresolved status, excluding deleted tickets. Unresolved statuses can be configured separately for Agents and Customers. To configure them, go to Support → Ticket List → More Settings → Customer View and set the required unresolved statuses.
  • Closed – Shows tickets with a closed status, excluding deleted tickets. Administrators can configure which statuses are considered closed. Go to Support → Ticket List → More Settings → Advanced → Closed Statuses to configure the closed statuses.
Customers can see only tickets they created in these filters.

If the Usergroup add-on is installed, a Customer who is a group supervisor can also view tickets created by members of their groups.

To allow all members of a user group to view tickets created by other members of the group, make all members group supervisors.

SupportCandy Customer ticket list default custom fields
Add a Custom Default Filter for Customers
Like the Agent view, you can add a new default filter for the Customer view.
A custom Customer filter is available to all Customers, but not to Agents.
 
Steps to Add a Default Filter
  • Go to Support → Ticket List → Customer ticket list → Default filters.
  • Click Add New.
  • Enter a label for the filter, such as Unresolved tickets from Marketing Category.
  • Select Unresolved as the Parent filter.
  • Add the condition Category equals Marketing.
  • Click Submit.
The new Marketing filter will be available in the Agent ticket list.
SupportCandy custom fields add new customer default field
]]> Saved filters https://supportcandy.net/docs/saved-filters/ Wed, 22 Jun 2022 05:24:00 +0000 https://supportcandy.net/?post_type=docs&p=280001
Overview
Allow Agents and Customers to save frequently used ticket filter settings.
Saved filters are useful when you regularly need to view tickets using the same criteria. Instead of creating the filter again, you can apply a saved filter with a single click.
Custom Filters
When the available Default Filters do not meet your requirements, you can create a custom filter.
For example, you can create a filter to view tickets with the Marketing category and High priority.
Custom filters are temporary. If you need to use the same criteria again, you must recreate the filter unless you save it.
SupportCandy saved & custom filters
Add a Custom Filter
  • Go to Support → Tickets → Filter → Custom filter → Custom.
  • Select a Parent Filter from the available default filters.
  • Add the required filter conditions, such as Category or Priority.
  • Select the required Sort By option.
  • Select the required Sort Order.
  • Click Apply to view the filtered tickets or click Save & Apply to save this filter for future use and view the filtered tickets.
SupportCandy add custom filters
How Saved Filters Work
Default Filters and Saved Filters serve different purposes:
  • Default Filters are configured by the administrator and are available to users based on their view.
  • Saved Filters are created by individual users and are available only to the user who created them. Saved filters retain the selected filter conditions, sorting options, and other filter settings.
 
Manage Saved Filters
Users can manage their own saved filters based on their requirements.
 

Available actions include:

  • Add – Create a new saved filter.
  • Edit – Update an existing saved filter.
  • Delete – Remove a saved filter that is no longer required.

Saved filters help users quickly access frequently used ticket views without recreating the same filter criteria each time.

]]> Ticket list settings https://supportcandy.net/docs/ticket-list-settings/ Wed, 22 Jun 2022 05:24:38 +0000 https://supportcandy.net/?post_type=docs&p=280003
Overview

Ticket list settings allow administrators to customize how tickets are displayed and handled.
These settings control the ticket list behavior for both Agent and Customer views.

Where to Find

Go to Support → Ticket List → More settings.

Settings
  • Default sort by – Select the field used to sort tickets by default.
  • Default sort order – Select the default sorting direction. Available options are ASC and DESC.
  • Number of tickets – Set the number of tickets displayed on each page.
  • Unresolved statuses – Select the statuses considered unresolved. These statuses are used by the Unresolved filters.
  • Default filter – Select the default filter for the ticket list. This filter is applied by default for all Agents and Customers. Agents can change their default filter from their Agent profile in the ticket portal.
  • Ticket reply redirect – Select where the user is redirected after adding a reply to a ticket:
    • No redirect – Keeps the user on the individual ticket screen.
    • Ticket list – Redirects the user to the ticket list screen.
]]> Ticket list advance settings https://supportcandy.net/docs/ticket-list-advance-settings/ Wed, 22 Jun 2022 05:25:46 +0000 https://supportcandy.net/?post_type=docs&p=280007
Overview

Ticket List Advanced Settings allow administrators to control closed ticket statuses and ticket list auto-refresh behavior.

These settings help organize tickets and keep the ticket list updated automatically.

Where to Find

Go to Support → Ticket List → More Settings → Advanced.

SupportCandy ticket list more settings advanced
How It Works

The advanced settings provide two main options:

  • Define which ticket statuses belong to the Closed status group.
  • Configure whether the ticket list automatically refreshes.

When auto-refresh is enabled, the ticket list refreshes automatically every 1 minute by default.

Auto-refresh remains active until it is manually disabled from the ticket list interface.

Step-by-Step Guide
  • Go to Support → Ticket List → More Settings → Advanced
  • Configure the  as required.
  • Configure the Auto refresh default status behavior.
  • Click on Save to save the settings.
Options / Settings

Closed Statuses

Select the ticket statuses that should be treated as part of the Closed group.
Tickets with the selected statuses will appear under the Closed filter.
 

Auto refresh default status

Configure the default behavior for automatically refreshing the ticket list.
When enabled:
  • The ticket list automatically refreshes every 1 minute by default.
  • Auto-refresh continues until manually disabled from the ticket list interface.
Example

If Resolved and Closed are included in the Closed Statused, tickets with either status will appear under the Closed filter.

If Auto refresh default status is enabled, the ticket list automatically refreshes every minute to display updated ticket information.

Notes / Tips
  • The ticket list automatically refreshes every 1 minute by default. Since this feature sends continuous requests to your server, it may increase server load. On shared hosting, frequent requests may also contribute to server resource usage and potentially cause performance or server-related issues.
  • Use the Closed Statused to control which statuses appear under the Closed filter.
  • Enable Auto refresh default status when Agents need the ticket list to update automatically.
  • Auto-refresh remains active until it is manually disabled from the ticket list interface.
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