When working in a service desk, tickets will accumulate. To organize this, Pureservice uses a set of predefined lists to separate tickets into groups. Sorting the tickets into different lists will make the workload easier to handle. In addition, you can create your own lists by clicking on the filter icon 
in the upper right corner. You can read more about the ticket filter in the subchapter List functions – Ticket filter.
You can choose to display tickets either in list, board or map view, by clicking on your preferred choice 
. List view is default. You may switch between views at any time while in a list. The selected view is a personal setting and applies only to the list you are viewing. Your choice will not affect other agents or administrators.
Register new ticket on behalf of a user
It’s possible to register new tickets on behalf of other, existing users. If a user forwards an email from his or her personal inbox to Pureservice with certain tokens, Pureservice will register the ticket with the user specified in the tokens.
You can add the following tokens in the subject field:
- [email:test@pureservice.local]
- [username:testuser]
You may use several tokens in the email subject, but Pureservice will always use the first one to identify the user. If no result is found, Pureservice will create a new ticket using the sender’s email address.
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