The two types of filters available to filter the tickets on the ticket list page for agents are
1. Basic filters
2. Advanced filters
Apart from these, some predefined filters are available. You can find details about those filters here.
In this article, you will learn about how to filter the tickets using the advanced filters and save the filters as views. Advanced filters provide a more flexible way of filtering. It supports the criteria involving custom fields.
To apply the advanced filter, follow the given steps:
- Open a ticket list page.
- Click the Filters option on the right side to open the filter panel.
- Select the Switch to Advance filter option.
- Choose some criteria as per your need and click Apply. After applying a filter, the tickets matching the selected criteria will be listed.
For example, in the following screenshot, the selected filter criteria are
Status – Not in, Solved, and Closed
Priority – High
Similarly, you can select the required criteria. Also, this filter supports selecting the custom fields.
Advanced Filter Supported Fields
| Field | Description | Operators |
| Status | Filters tickets which belong to the statuses selected | Is Is not In Not In |
| Priority | Filters tickets which belong to the Priorities selected | Is Is not In Not In |
| Status Category | Filters tickets which statuses lie within the Status Category selected | Is Is not In Not In |
| Agent | Filters tickets which are assigned to the agents selected | Is Is not Is empty Is not empty In Not In |
| Group | Filters tickets which are assigned to the groups selected | Is Is not Is empty Is not empty In Not In |
| Category | Filter tickets which are of Category selected | Is Is not Is empty Is not empty In Not In |
| Type | Filter tickets which are of Type selected | Is Is not Is empty Is not empty In Not In |
| Visibility | Filters tickets based on its visibility like Visible in Customer Portal or Not. | Is Public Is Private |
| Source | Filters tickets which are created from the source the tickets are created | Is Is not In Not In |
| Created By | Filters tickets which are created by the users selected | Is Is not In Not In |
| Requester | Filters tickets which are requested by the users selected | Is Is not In Not In |
| Contact Group Name | Filters tickets which belongs to the contact groups selected | Is Is not Is empty Is not empty In Not In |
| Resolution Due Date | Filters tickets which are Resolution Due based on selected date range. Only Pending Category Tickets will be listed. | Between Relative Date Greater than Less than Is empty |
| Response Due | Filters tickets which are Response Due based on selected presets. Only Pending Category Tickets will be listed. | Between Relative Date Greater than Less than Is empty |
| Created On | Filters tickets which are Created On based on selected presets or custom Date Range. | Between Relative Date Greater than Less than |
| Closed On | Filters tickets which are Closed On based on selected presets or custom Date Range. Only closed tickets will be listed | Between Relative Date Greater than Less than Is empty |
| Replied Date | Filters tickets which are Replied On based on selected presets or custom Date Range. Only tickets with Reply Count more than zero will be listed. | Between Relative Date Greater than Less than Is empty |
| Modified Date | Filters tickets which are Modified On based on selected presets or custom Date Range. | Between Relative Date Greater than Less than |
| Tags | Filters tickets which contains the tags selected | In Not in |
| Ticket ID | Filters tickets based on the ticket Ids | Is Is not In Not in |
| SLA Breached Count | Filters tickets based on the Sla breached count of the ticket | Greater than equal to Less than equal to Greater than Less than Is |
| SLA Achieved Count | Filters tickets based on the Sla achieved count of the ticket | Greater than equal to Less than equal to Greater than Less than Is |
| Response Count | Filters tickets based on the response count of the ticket | Greater than equal to Less than equal to Greater than Less than Is |
| Reopen Count | Filters tickets based on the count the ticket is reopened | Greater than equal to Less than equal to Greater than Less than Is |
| Requester Reply Count | Filters tickets based on the number of requester reply count | Greater than equal to Less than equal to Greater than Less than Is |
| Agent Reply Count | Filters tickets based on the number of agent reply count | Greater than equal to Less than equal to Greater than Less than Is |
| CC | Filters ticket based on the CC users added to the ticket | Is In Is empty |
| Watchers | Filters ticket based on the watchers added to the ticket | Is In Is empty |
| Mentioned User | Filters ticket based on the users mentioned added in the replies to the ticket | Is In Is empty |
| Requester Email | Filters ticket based on the email Id of the requester of the tickets | Is Is not Contains Does not contain |
| Requester Timezone | Filters ticket based on the timezone of the requester of the tickets | Is Is not In Not in |
| Requester External Id | Filters ticket based on the external Id of the requester of the tickets | Is Is not Is empty Is not empty Contains Does not contain Starts with Ends with Does not start with Does not end with |
| Requester Language | Filters ticket based on the language of the requester of the tickets | Is Is not In Not in |
| Requester External Id | Filters ticket based on the external Id of the contact group of the tickets | Is Is not Is empty Is not empty Contains Does not contain Starts with Ends with Does not start with Does not end with |
Custom Fields supported
| Field Type | Description | Operators |
| Check box | Filters ticket based on the selected check box values | Is Is not Is empty |
| Radio Button | Filters ticket based on the selected radio button values | Is Is not Is empty |
| Drop down(single-select) | Filters ticket based on the selected drop down option values | Is Is not Is empty Is not empty In Not in |
| Drop down(multi-select) | Filters ticket based on the selected multiselect option values | Is Is not Is empty Is not empty In Not in |
| Date | Filters ticket based on the selected date preset or custom date range | Between Relative Date Greater than equal to Less than equal to Greater than Less than Is empty Is not empty Is Is not |
| Numeric | Filters ticket based on the selected numeric field values | Is Is not Is empty Is not empty In Not in Greater than Less than Greater than equal to Less than equal to |
| Date time | Filters ticket based on the selected date preset or custom date time range | Between Relative Date Greater than equal to Less than equal to Greater than Less than Is empty Is not empty Is Is not |
| Decimal | Filters ticket based on the selected decimal field values | Is Is not Is empty Is not empty Greater than Less than Greater than equal to Less than equal to |
