--- title: "Tickets and requests list in native statistics" description: "The tickets table on the Tickets tab, the All requests tab with chats and tickets, and filters by status, priority, SLA and request tag." --- # 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Request type, system status, SLA and direction are exported as codes, for example `ticket`, `chat_closed_by_operator`, `outdated`, `in`.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 - [x] You are signed in as supervisor, analyst or administrator and have access to native statistics. - [x] The tickets table or the All requests tab is enabled on your instance. ## Steps: tickets list 1. Open **Menu → Statistics**. 2. Go to **Main statistics**. 3. Select the **Tickets** dashboard tab. 4. In the filter panel, set **Date** and, if needed, **Process (bot)**, **Topic**, **Channel**, **Skill group**, **Operator**. 5. If needed, narrow the selection with **Status**, **Priority**, **SLA**, **Request tag**. 6. Click **Apply filters**. 7. Scroll to the **Tickets list** table below the counters. The newest tickets are at the top. 8. 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 1. Open **Menu → Statistics → Main statistics**. 2. Select the **All requests** dashboard tab. 3. Set **Date** and other filters. 4. To see only chats or only tickets, pick **Chat** or **Ticket** in the **Request type** filter. 5. 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 1. On the **Tickets** tab, set the period and filters. 2. Compare **Tickets created** with the number of rows shown under the **Tickets list** table. 3. 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. ## Related - [Statistics metrics reference](/en/statistics/reference/statistics-metrics.md) - [How to apply report filters](/en/statistics/how-to/apply-report-filters.md) - [How to export statistics data](/en/statistics/how-to/export-statistics-data.md)