Currently, after logging in as tech or admin, on the bar, you have the following options: Dashboard, My Tickets, Group Tickets, Flagged Tickets, Recent Tickets, and Search Tickets.
The current work around is to search tickets, then advanced search, and create search queries, however in Kayako, Remedy, and many other known ticket systems there are ways to have "queues" if you will.
such as, lets say tech 1 through 5 are all in group 1. but tech 1, 3, and 5 are in group 2, and tech 2 and 4 are in group 3.
We should be able to add a choice to view all open tickets (any status, outside of closed of course) within said group. So, lets say I want to see all of Group 2 tickets, I simply click Group 2 or whatever I labeled it when creating it, and it will populate all the information, just like "group ticket" currently works but the tickets only pertain to that group.
Also, lets say I have a ticket with request type of "Project". I want to click up top to see all being worked on tickets with request type of Project. Again, same concept of advanced search and above enhancement but ability to add/edit buttons on that main bar.
Maybe rename/label group tickets to show "All Open Tickets" or "All Non-closed Tickets" rather than group tickets.
Ticket I opened is: 847240 figured I would post here also since every all I make the support reps suggest viewing this site. Great idea!!! Great staff also by the way. Appreciate them very much when I call. Really.
