The Tickets List is the master view of every support ticket in your account β one table where you can find, filter, triage, and act on tickets at a glance. It's the companion to the Ticket Center (where you actually work a single ticket) and sits alongside ticket Settings and Stats. Open it at https://v2.egrow.com/tickets/list.
Note: the Tickets List is an admin view β it's meant for owners and admins who oversee the whole support queue. Individual agents typically work tickets from the Ticket Center.
What the list shows
Every ticket appears as a row with these columns:
- Ticket β the ticket's reference number (e.g.
#000042), zero-padded so they line up neatly. - Subject β a short summary of what the ticket is about.
- Status β a colored badge showing where the ticket is in its lifecycle (see below).
- Priority β a colored badge: Low, Normal, High, or Urgent.
- Agent β the assigned agent's avatar, or Unassigned if no one owns it yet.
- Created β when the ticket was opened.
- Resolution β how long the ticket took to resolve, so you can spot slow ones.
Ticket statuses
- New β just created, not yet picked up.
- Open β being worked on.
- Pending β waiting on the customer to reply.
- Escalated β raised for extra attention.
- Resolved β the issue is fixed (the customer may still reopen it within a window).
- Closed β finished and archived.
Finding tickets: search & filters
Above the table you have four ways to narrow the list, which combine:
- Search β type to find tickets by their content.
- Status β show only Open, Waiting on customer, Resolved, or Closed (or All).
- Priority β filter to a single priority level (or All).
- Tag β type a tag to show only tickets carrying it.
Results are paginated, and you can set how many rows per page.
Editing a ticket inline
You don't have to open a ticket fully to triage it. From the list you can quickly update the three things that matter most for routing:
- Status β move it along its lifecycle.
- Priority β bump it up or down.
- Agent β assign it to a team member, or set it back to Unassigned.
Click Save and the changes apply immediately β perfect for clearing a backlog fast.
Opening a ticket
Click any row to jump straight into the Ticket Center for that ticket, where you read the full conversation, reply to the customer, add internal notes, and resolve it. The list is for triage; the Center is for working a ticket.
Bulk actions
Tick the checkbox on one or more rows and a menu appears in the top-right. From there you can Delete selected β remove several tickets at once (with a confirmation), useful for clearing out spam or test tickets.
Tip: start each shift by filtering to Priority: Urgent and Status: Open (or New) to see what needs attention first, assign each to an agent inline, then let the team work them from the Ticket Center.
How the Tickets area fits together
- List (this page) β find, filter, triage, and assign across all tickets.
- Center β open one ticket to read the thread, reply, and resolve.
- Settings β configure how tickets behave (assignment strategy such as round-robin or load-balanced, the reopen window, and notification templates).
- Stats β measure volume, resolution times, and agent performance.
What's next
Tickets are part of your customer support toolkit alongside the inbox and your team. Route the right work to the right people with users & teams, and track how support is doing in your analytics.