The tickets list / archive is the page where all your tickets are listed. This is how it works:
The admin can see all the tickets created. He can add new tickets, edit tickets.
The agent can only see tickets that he is assigned to and can respond to the tickets.
The support customer can create new tickets and if any agent user exists, the ticket is assigned to him / her.
Any user can sort, filter or search through the tickets available to him.