How do you filter tickets by state?
The 'State' is available in the table view of the ticket list view page. State generally refers to whether a ticket is new, overdue or customer responded.
There is NO straight way to filter the tickets based on the state. But there are workarounds on how to check the new, overdue or customer responded tickets.
How to filter the new tickets?
We can make use of the default list view - New and my open tickets
How to filter the overdue tickets?
We can filter the tickets with the field 'Resolution due by' - Overdue.
How to filter the customer responded tickets?
We do not have a default status of 'customer responded'. But we can tweak the default ticket update automation rule such that the tickets get reopened to a custom status 'customer responded' whenever there is a response from the customer.
Also, another option would be to sort the ticket list view by 'customer response' and list it in descending order.