The default GLPI ticket list is built for the administrator setting up the system, not for the agent living in it. An agent who works 30+ tickets a day spends an inordinate amount of time scrolling, filtering, and re-applying the same criteria they applied two minutes ago on the previous ticket. Shaved per ticket, that's seconds. Shaved per shift, it's the difference between leaving on time and not. Saved searches, personal views, and a few well-placed bookmarks are how you fix it.
Saved searches: the foundation
Open any list view in GLPI — Assistance > Tickets, for instance. Apply your filters: status = New + Processing, assigned group = mine, sort by date. Above the table, click the bookmark icon and save the search with a name. That filter combination is now a one-click recall, stored against your user account, available from the bookmark dropdown at the top of every page.
Build a small set of these and you replace half the day's clicking:
- My open queue — assigned to me, status open. The default landing search.
- My group's unassigned — assigned to my group but no specific technician. The pickable pool.
- Awaiting requester — status "Pending", requester input needed. The follow-up batch for the end of the day.
- SLA at risk — open tickets where TTR is within 2 hours. The triage list.
- Today's new — created since 00:00. The morning catch-up.
Set the right default landing page
By default, GLPI lands you on the central dashboard. For an agent, that's wrong — they want their queue. Go to your user preferences (top-right avatar > preferences) and set Default page (after login) to the URL of your My open queue saved search. Now login goes straight to work.
While there, also set Items per page high enough to show your typical day's queue without paging — usually 50 or 100, not the default 15. Paging through tickets is the kind of overhead that doesn't feel slow until you measure it.
Bookmarks for cross-tab work
An agent's daily moves aren't just between ticket views. They jump between the ticket list, the KB, a specific asset's history, an open Problem record. Each of those has a stable URL. Save them as browser bookmarks in a folder, not as GLPI bookmarks — the browser is faster, and middle-clicking opens in a new tab without losing your queue position.
Suggested folder: the KB landing page, the Known Errors saved search, the Asset list filtered to your support scope, the Project record for any active onboarding waves you handle. Five tabs you open every morning, never again clicked to find.
Column layout per view
GLPI lets you customize the columns shown on each list view. The default columns are generic — ID, Title, Status, Date — useful for browsing, useless for triage. For your My open queue saved search, swap to columns that drive your next action: Priority, Requester, Category, Time to resolve (so SLA risk is visible), Last update. The combination tells you, at a glance, which ticket to open next.
Column customization is saved per search. You can have one column set for My queue (focused on action) and a different one for Today's new (focused on intake quality). Both live in the same user account; the bookmark dropdown remembers which view loads which set.
Quick actions on the ticket form
Inside a ticket, the highest-frequency actions are: change status, add a followup, assign, mark resolved. GLPI ships these as buttons on the ticket form, but they sit beside lower-frequency actions that visually compete. If you have admin rights, hide unused tabs (Statistics, Items, Links) on the standard ticket form — they're rarely opened mid-shift, and removing them tightens the visual layout for the actions you actually use.
For agents working with a power-user mindset: GLPI supports keyboard shortcuts for the most common actions, configurable per profile. Most teams never turn them on; the agents who do see a measurable bump in tickets-per-hour.
Audit your own setup quarterly
The setup that's right today isn't right in six months. Categories shift, your team's mix of work changes, new SLAs come in. Once a quarter, look at your saved searches and ask: do I still open this regularly? Is there a filter I keep applying on top of an existing saved search — meaning the saved search should be tightened, or split into two? The five-minute audit is the difference between a setup that ages well and one that becomes another layer of friction.