3.2. Ticketing Dashboard: Search, Filter, and Manage Ticket Views

Dispatchers need to move between different kinds of work without rebuilding the same filters throughout the day. The Ticketing Dashboard keeps each board's working view separate, so a triage board and an escalations board can show the information each workflow needs.

Work across pinned board tabs

The tab strip across the top of the ticket list contains All tickets plus one tab for every board that is both active and pinned, each showing that board's open count.

Figure 1: A pinned board tab carries its own open count, and selecting it applies a removable board filter and reveals the board header.

Figure 2: Pinning is set per board under Appearance & defaults, with a live preview of the tab it produces.

Pinning is what keeps the strip usable. An MSP running 25 boards does not want 25 tabs, and the board header costs vertical space on every one of them, so you pin the handful of boards the team works daily and leave the rest unpinned.

Pin or unpin a board at Settings > Ticketing > Boards. Open the board's actions menu, choose Edit, and expand Appearance & defaults — described in the product as "Tab pinning and the board's default list view" — then use the Pin to the tickets screen toggle. The section previews the tab your setting produces before you save.

Unpinning does not hide a board. Unpinned boards stay reachable through All tickets and the Board filter, and opening one directly gives it a temporary tab that disappears when you navigate away — the same thing happens for an inactive board reached by a direct link. Unpinning everything is a legitimate setup: the strip then shows All tickets on its own rather than vanishing.

Upgrading from an earlier version? Every board that was active at upgrade was pinned automatically, so the strip starts out showing all of them. Unpin the ones your team does not work daily.

Selecting a board tab applies a removable Board: <name> filter chip and reveals that board's header. Use the chip to see and remove the active board filter without rebuilding the rest of the ticket view.

The board header shows the board name and description, followed by Open, Overdue, SLA breach, and Unassigned. These metrics render in uppercase and use amber or red tones when their count is above zero.

When a board has a Default Agent, the header also shows Managed by . Boards without a Default Agent omit that line. The header appears only on a board tab; All tickets does not show a board header.

Find and arrange tickets

• Search: Use Search tickets and comments to find work by ticket content or number.
• Filters: Click Filters to show or hide filters for Board, Client, Assignee, Status, Response State, Priority, Due Date, SLA Status, Category, and Tags. The Board and Category filters support multiple values and Include / Exclude modes.
• Tags: Tags appear directly on ticket rows. Use the tag-shaped Filter control to narrow the list to selected tags.
• Sort: Click any visible column header to sort the list by that column; click again to reverse the order. The Last Activity column (hidden by default — see below) sorts by the most recent visible activity on each ticket.
• View controls: Use Bundled to group related tickets. The Compact and Spacious controls change row density, and Reset restores the default view.

Figure 1: Filtering options for the AlgaPSA ticketing dashboard

Last Activity column

The Last Activity column shows each ticket's most recent visible activity timestamp — the newer of the ticket's own timestamps and its latest published, non-deleted comment. Because it looks at comment activity, not just ticket edits, a ticket with recent back-and-forth will surface even when the ticket record itself has not been updated.

The column is hidden by default to keep the list uncluttered. To enable it, click the column picker at the right edge of the column header row and toggle Last Activity on. Once visible, click the Last Activity header to sort the list by that value, newest first; click again to reverse the order.

Soft-deleted and scheduled (unpublished) comments do not count toward the Last Activity timestamp, so drafts and removed comments cannot artificially bump a ticket's position in the sorted list.

The same value and sort order are available through the REST API at GET /api/v1/tickets?sort=latest_activity_at, making it straightforward to build automations or reports that mirror what the ticket list shows.

Bulk Actions

Select multiple tickets using the checkboxes on the left of each row, or the checkbox in the column header to select all visible tickets. The shared contextual action bar appears at the bottom of the screen and shows how many tickets are selected. The same action-bar pattern is used for selections in Clients, Documents, Knowledge Base, invoicing, and approvals, so bulk work behaves consistently across AlgaPSA.

From this bar you can:

• Assign the selected tickets to a user or team
• Bundle related tickets together
• Move to Board to relocate tickets to a different board
• Delete the selected tickets
• More — change Status, change Priority, add Tags, or set a Due Date

Click Clear to deselect everything.

Completed operations appear in the current view immediately, without requiring a refresh before the result is visible.