Tickets and requests list in native statistics
When you need to see the tickets themselves, not only how many were created in a period, use the Tickets list table on the Tickets tab. To review chats and tickets in one list, open the All requests tab.
When to use this
- The Tickets created number looks too high or too low, and you need to check which tickets it counts.
- You need to find overdue or paused tickets and open them in the operator panel.
- You need to count tickets with a given priority, status or tag.
- You need one list of chats and tickets for a period, for example for a report by channel or topic.
What to know
- The table and the tab are enabled separately for each instance. If you do not see them, contact your administrator or ConnectiveOne support.
- Tickets list shows tickets created in the selected period. It selects tickets the same way as the Tickets created counter, so with the same filters the number of table rows equals that counter.
- Tickets without a topic, and tickets whose topic has no skill group, are not in the Tickets list, just as they are not in the counter. The All requests tab shows them.
- The new Status, Priority, SLA and Request tag filters, and the Operator filter, apply to the table and to the Tickets created, Inbound tickets, Outbound tickets counters and the Tickets created by day chart. For tickets, Operator means the assignee.
- Operator activity counters (for example, tickets with operator actions) do not change with the new filters.
- You can pick several values in each new filter. The result then includes everything that matches at least one of them.
- All requests shows chats and tickets; group chats are not listed. A ticket is dated by when the ticket was created, a chat by when the chat was created.
- Priority, Direction, Created by, SLA and SLA deadline are filled only for tickets. Chats show «—» there. When the Priority or SLA filter is set, chats are left out of the list.
- CSV/XLSX exports keep values untranslated. Request type, system status, SLA and direction are exported as codes, for example
ticket,chat_closed_by_operator,outdated,in. Column headers are translated.
Before you start
Steps: tickets list
- Open Menu → Statistics.
- Go to Main statistics.
- Select the Tickets dashboard tab.
- In the filter panel, set Date and, if needed, Process (bot), Topic, Channel, Skill group, Operator.
- If needed, narrow the selection with Status, Priority, SLA, Request tag.
- Click Apply filters.
- Scroll to the Tickets list table below the counters. The newest tickets are at the top.
- To open a ticket, click the icon in the Link column. The ticket opens in the operator panel in a new browser tab.
Steps: all requests
- Open Menu → Statistics → Main statistics.
- Select the All requests dashboard tab.
- Set Date and other filters.
- To see only chats or only tickets, pick Chat or Ticket in the Request type filter.
- Click Apply filters.
Table columns
| Column | What it shows |
|---|---|
| No. | Request number, as in the operator panel |
| Link | Opens the request in the operator panel |
| Request type | Chat or Ticket (All requests tab only) |
| Created at | Date and time the ticket or chat was created |
| Status | Current status of the request |
| Priority | Ticket priority |
| Topic, Channel, Bot, Skill group | Topic, channel, bot and the topic's skill groups. If the bot was deleted, «—» |
| Operator | For a ticket, the assignee. For a chat, the operator who joined last |
| Direction | Inbound: the ticket came from a client request. Outbound: an operator created the ticket |
| Created by | The operator who created an outbound ticket |
| Client, Phone | The client of the request and their phone. If no client is found, the chat title |
| Chat alias / ID | Chat identifier in the channel |
| Tags | Request tags |
| SLA | Ticket SLA state: Overdue, Paused, Resolved or Within SLA |
| SLA deadline | The nearest open deadline and its metric, for example «Resolution (TTC) — 10/05/2026, 10:00 AM» |
- To sort the table, click a column header. Client, Phone and SLA deadline cannot be sorted.
- To hide columns you do not need, use the Column selection list above the table.
How to check that the table matches the counter
- On the Tickets tab, set the period and filters.
- Compare Tickets created with the number of rows shown under the Tickets list table.
- Pick one value in the Priority filter and apply the filters. The table and Tickets created should still match, and Inbound tickets plus Outbound tickets should equal Tickets created.
Why the two tabs can show a different number of tickets
On the All requests tab with Request type = Ticket, there can be more tickets than in the Tickets list, because this tab also shows:
- tickets without a topic and tickets whose topic has no skill group;
- tickets of a deleted bot (the Bot column shows «—»).
A ticket created from an existing chat, where the chat was not converted to a ticket, appears on the All requests tab as a chat.