Help CenterManually going through all of your tickets one by one isn't always feasible. Instead, use our filtering conditions and sorting features to quickly discover the tickets you need. You can also save frequently used filters as views/queues for yourself or your whole team to optimize your workflow.
This article describes:
Filter tickets
1. From Tickets (on the sidebar), click Filters.
The filters appear.
2. Select your filters:
- Sort: Filter by Last Modified, Date Created, Customer Rank, Priority, and SLA
- Tags: Filter by ticket tags. Learn more
- Status: Filter by Open, Pending, Resolved, Closed, and/or Deleted.
- Activity Status: Filter by Unread, Read, Awaiting Customer Response, and/or Awaiting Technician Response.
- Technicians: Filter by an assigned technician, or by Unassigned
- Customers: Filter by one, some or all of your customers
- Ticket Creation Date: Filter by when the ticket was created
- Products: Filter by the custom field, Product Family. Learn more about custom fields
- Fetch Amount: Select the number of tickets to view at once
- Due By: Filter by Overdue, Today, Next Hour, and/or Tomorrow
- Priority: Filter by Critical, High, Medium, and/or Low
- Business Impact: Filter by No Impact, Minor, Major, Server Issue, Site Down, and/or Crisis
- Customer Rank: Filter by Gold, Silver, and/or Blocked
- Type: Filter by Problem, Bug, Question, Request, and/or Other
- Source: Filter by how the ticket was created: Alert, Email, Phone, Portal, and/or Chat
- Custom Field: Add a Custom Fields filter. Learn more about custom fields
3. After setting your filter parameters, the Tickets page will update automatically.
To clear your filters:
1. Click Clear, and the view will update automatically.
The filters are cleared, and all tickets are displayed.
Create 'Views'
Save time by creating 'Views' for commonly used filters. Once you have set up a filter, you can choose to save the filtered search as a view. There are two types of views available: 'Shared Views' that everyone can see and private views for personal use.
Note: Only admin users can create or edit 'Shared Views'.
To create a private view:
1. Once you have set up your filter(s), click on Save view > Save as new view on the Filters tab.
2. Enter a name (and optional category) for the View and click Save.
To create a 'Shared view' (admin users only):
1. Once you have set up your filter(s), click on Save view > Save as new view on the Filters tab.
2. Enter a name (and optional category) for the View, choose the option to share with Everyone, and click Save.
For both 'Shared Views' and private views, the view name will be saved and will appear in the view dropdown list. Private views will appear with a lock icon ()and 'Shared Views' will appear with a globe icon(
) as in the image below. You can select your preferred view at any time to quickly filter the tickets by the set parameters.
Edit 'Views'
You can update your saved private views at any time.
Note: 'Shared Views' can only be updated by Admin users.
To update a saved view:
1. Select your preferred view from the View dropdown menu.
2. Click the Filters tab and edit the parameters you want to change.
3. When you have finished making your updates click on Save view > Update current view on the Filters tab.
4. Make optional edits to the View Name or Category and click Save.
Note: Admin users can also edit whether the view is shared or private.
Ilana Wolf