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Using and Saving Advanced Filters as Ticket Views

Updated on : September 1, 2022

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:

  1. Open a ticket list page.
  2. Click the Filters option on the right side to open the filter panel.
  3. Select the Switch to Advance filter option.
  4. Choose some criteria as per your need and click Apply. After applying a filter, the tickets matching the selected criteria will be listed.
Filter Icon
Filter Icon

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 Dialog
Advanced Filter Dialog

Advanced Filter Supported Fields

FieldDescriptionOperators
StatusFilters tickets which belong to the statuses selectedIs Is not In Not In
PriorityFilters tickets which belong to the Priorities selectedIs Is not In Not In
Status CategoryFilters tickets which statuses lie within the Status Category selectedIs Is not In Not In
AgentFilters tickets which are assigned to the agents selectedIs Is not Is empty Is not empty In Not In
GroupFilters tickets which are assigned to the groups selectedIs Is not Is empty Is not empty In Not In
CategoryFilter tickets which are of Category selectedIs Is not Is empty Is not empty In Not In
TypeFilter tickets which are of Type selectedIs Is not Is empty Is not empty In Not In
VisibilityFilters tickets based on its visibility like Visible in Customer Portal or Not.Is Public Is Private
SourceFilters tickets which are created from the source the tickets are createdIs Is not In Not In
Created ByFilters tickets which are created by the users selectedIs Is not In Not In
RequesterFilters tickets which are requested by the users selectedIs Is not In Not In
Contact Group NameFilters tickets which belongs to the contact groups selectedIs Is not Is empty Is not empty In Not In
Resolution Due DateFilters 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 listedBetween Relative Date Greater than Less than Is empty
Replied DateFilters 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 DateFilters tickets which are Modified On based on selected presets or custom Date Range.Between Relative Date Greater than Less than
TagsFilters tickets which contains the tags selectedIn Not in
Ticket IDFilters tickets based on the ticket IdsIs Is not In Not in
SLA Breached CountFilters tickets based on the Sla breached count of the ticketGreater than equal to Less than equal to Greater than Less than Is
SLA Achieved CountFilters tickets based on the Sla achieved count of the ticketGreater than equal to Less than equal to Greater than Less than Is
Response CountFilters tickets based on the response count of the ticketGreater than equal to Less than equal to Greater than Less than Is
Reopen CountFilters tickets based on the count the ticket is reopenedGreater than equal to Less than equal to Greater than Less than Is
Requester Reply CountFilters tickets based on the number of requester reply countGreater than equal to Less than equal to Greater than Less than Is
Agent Reply CountFilters tickets based on the number of agent reply countGreater than equal to Less than equal to Greater than Less than Is
CCFilters ticket based on the CC users added to the ticketIs In Is empty
WatchersFilters ticket based on the watchers added to the ticketIs In Is empty
Mentioned UserFilters ticket based on the users mentioned added in the replies to the ticketIs In Is empty  
Requester EmailFilters ticket based on the email Id of the requester of the ticketsIs Is not Contains Does not contain
Requester TimezoneFilters ticket based on the timezone of the requester of the ticketsIs Is not In Not in
Requester External IdFilters ticket based on the external Id of the requester of the ticketsIs Is not Is empty Is not empty Contains Does not contain Starts with Ends with Does not start with Does not end with
Requester LanguageFilters ticket based on the language of the requester of the ticketsIs Is not In Not in  
Requester External IdFilters ticket based on the external Id of the contact group of the ticketsIs 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 TypeDescriptionOperators
Check boxFilters ticket based on the selected check box valuesIs Is not Is empty
Radio ButtonFilters ticket based on the selected radio button valuesIs Is not Is empty
Drop down(single-select)Filters ticket based on the selected drop down option valuesIs Is not Is empty Is not empty In Not in
Drop down(multi-select)Filters ticket based on the selected multiselect option valuesIs Is not Is empty Is not empty In Not in
DateFilters ticket based on the selected date preset or custom date rangeBetween Relative Date Greater than equal to Less than equal to Greater than Less than Is empty Is not empty Is Is not
NumericFilters ticket based on the selected numeric field valuesIs Is not Is empty Is not empty In Not in Greater than Less than Greater than equal to Less than equal to    
Date timeFilters ticket based on the selected date preset or custom date time rangeBetween Relative Date Greater than equal to Less than equal to Greater than Less than Is empty Is not empty Is Is not
DecimalFilters ticket based on the selected decimal field valuesIs Is not Is empty Is not empty Greater than Less than Greater than equal to Less than equal to


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