The complete ticket overview in Retino provides efficient management and organization of all your warranty claims and other ticket cases in one place. This section offers various features for searching, filtering, sorting, and bulk processing of tickets.
Views and their arrangement
Views represent pre-configured filters and displays that allow you quick access to various groups of tickets. These views are sorted alphabetically for easy navigation.
Views are displayed as tabs at the top of the ticket list
For each view, you can also see the number of tickets in that view
Clicking on a view activates the corresponding filters
Views are ideal for tracking specific groups of tickets, such as open warranty claims, tickets awaiting processing, or by their type.
More in the article Custom views for tickets.
Search and its link to views
The search field at the top of the ticket list allows you to quickly find specific tickets by:
Ticket code (e.g., RMA20220153)
Customer name
Customer email and phone
Order number
Product information
Shipping codes and package numbers
The search function operates within the currently selected view. So, if you have the "Open tickets" view active, the search will only be performed among open tickets. To search across all tickets, switch to a view without limitations.
Tip: To change the order of views independently of the alphabetical sorting, use numerical prefixes 1, 2, 3... before the view name. This allows you to set your own display priority for views.
Filtering and sorting data
Basic filters
Basic filters are available directly on the main ticket list bar:
Status - filtering by ticket status (e.g., Open, Awaiting goods receipt, etc.)
Type - filtering by ticket type (warranty claim, return, etc.)
Tags - filtering by assigned tags
Advanced filters
For more advanced filtering, click the "More filters" button. This provides access to additional criteria:
Assigned agent - filtering by the person responsible for the ticket
Language - filtering by ticket language (Czech, English, etc.)
Country - filtering by customer country
Creation date - filtering by ticket creation date
Closure date - filtering by ticket closure date
Shipping status - filtering by shipping status
Filters can be combined for more precise results. Active filters are displayed below the search field, and you can remove them individually or use the "Clear all filters" button to remove all active filters.
Sorting the list
You can sort the ticket list by ticket code (ascending/descending). The default sorting is by ticket code in descending order, meaning the newest tickets are displayed at the top.
Bulk actions
For efficient management of multiple tickets at once, you can use bulk actions:
Select the tickets you want to modify by checking the box at the beginning of each row
The "Select all" option selects all tickets on the current page, or all tickets matching the current filter
Use the buttons in the top bar to perform the action on all selected tickets
Available bulk actions
Close - closing selected tickets
Change state - changing the state of selected tickets
Assign - assigning an agent to selected tickets
Add/remove tag - managing tags for selected tickets
Delete - deleting selected tickets
Data export
Retino offers several data export options for further analysis or reporting:
Ticket export - exporting selected tickets to a CSV file for use in spreadsheet software
Product export - exporting product information from selected tickets to CSV
Export as PDF - exporting selected tickets to PDF format (sent to your email)
You can use the exported data for creating reports, analyses, or archiving.
Tip: To access specific tickets in the future, you can create custom views with precisely defined filters. These views will always be available at the top of the ticket list.
To manually create a new ticket, use the "Create ticket" button in the top right corner of the list. More information can be found in the article Creating tickets in the administration.