Category / Section
Using and Saving Advanced Filters as Ticket Views
Published:
There are two types of filters that are available for agents on the ticket list page:
- Basic filters
- Advanced filters
Apart from these, some predefined filters are available. You can find details about those filters in this article.
In this article, you will learn about how to filter tickets using advanced filters and save the filters as views. Advanced filters provide a more flexible way of filtering. It supports the criteria involving custom fields.
Check out this video for more details.
To apply the advanced filter, follow the given steps:
- Open the ticket list page.
- Click the Filters option on the right side to open the filter panel.
- Select the Switch to Advance filter option.
- Select criteria as per your requirements and click Apply. 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
These filters support selecting preferred criteria and custom fields.
Advanced filter supported fields
The table below summarizes the advanced filter supported fields.
| Field | Description | Operators |
|---|---|---|
| Status | Filters tickets that belong to the selected statuses. | Is Is not In Not In |
| Priority | Filters tickets that belong to the selected priorities. | Is Is not In Not In |
| Status Category | Filters tickets whose statuses are within the selected status category. | Is Is not In Not In |
| Agent | Filters tickets that are assigned to the specified agents. | Is Is not Is empty Is not empty In Not In In Group |
| Group | Filters tickets that are assigned to the specified group. | Is Is not Is empty Is not empty In Not In |
| Category | Filters tickets that fall under the specified category. | Is Is not Is empty Is not empty In Not In |
| Type | Filters tickets which are of the selected type. | Is Is not Is empty Is not empty In Not In |
| Visibility | Filters tickets based on their visibility, like Visible in Customer Portal or Not. | Is Public Is Private |
| Source | Filters tickets that are created from the specified source. | Is Is not In Not In |
| Created By | Filters tickets that are created by the specified users. | Is Is not In Not In In Group |
| Requester | Filters tickets that are requested by the specified users. | Is Is not In Not In In Group |
| Contact Group Name | Filters tickets that belong to the selected contact groups. | Is Is not Is empty Is not empty In Not In |
| Resolution Due Date | Filters tickets that are resolution due based on the selected date range. Only pending category tickets will be listed. | Between Relative Date Greater than Less than Is empty Last Next |
| Response Due | Filters tickets which are response due based on the selected presets. Only pending category tickets will be listed. | Between Relative Date Greater than Less than Is empty Last Next |
| Created On | Filters tickets which are created based on selected presets or custom date range. | Between Relative Date Greater than Less than Last |
| Closed On | Filters tickets that are closed based on selected presets or custom date range. Only closed tickets will be listed. | Between Relative Date Greater than Less than Is empty Last |
| Replied Date | Filters tickets which are replied 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 Last |
| Modified Date | Filters tickets that were modified based on the pre-set custom Date Range. | Between Relative Date Greater than Less than Last |
| Tags | Filters tickets that contain the selected tags. | 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 ticket response count. | Greater than equal to Less than equal to Greater than Less than Is |
| Reopen Count | Filters tickets based on the number of times the ticket was 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 replies. | 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 In Group |
| Watchers | Filters tickets based on the watchers added to the ticket. | Is In Is empty In Group |
| Mentioned User | Filters tickets based on the users mentioned in the ticket replies. | Is In Is empty In Group |
| Satisfaction Survey Category | Filters tickets based on the satisfaction rating category. | In Is empty |
| Satisfaction Survey Points | Filters tickets based on the satisfaction rating points. | In Is empty |
| Participated in Any Conversation | Filters tickets based on the user’s participation in tickets. | Is In In Group |
| Participated in Public Conversation | Filters tickets based on the user’s participation in the Ticket’s Public Reply or Public Notes. | Is In In Group |
| Participated in Private Conversation | Filters tickets based on the user’s participation in the ticket’s private notes. | Is In In Group |
| Shared with Agent | Filters the tickets that are shared with the selected agents. | Is |
| Shared with Group | Filters tickets that are shared with the selected group. | Is |
| Locked By | Filters tickets that are locked by the selected agents. | Is In In Group |
| Ticket Locked | Filters tickets based on their locked status, like Locked or Not. | Is |
| Last Replied By | Filters tickets that were last replied to by the selected users. | Is Is Not Is empty Is not empty In Not in In Group |
| Last Modified By | Filters tickets that were last modified by the selected users. | Is Is Not Is empty Is not empty In Not in In Group |
| Ticket External Reference ID | Filters tickets based on the external reference ID of the ticket. | Is Is not Is empty Is not empty |
| Requester Email | Filters tickets based on the email ID of the requester of the tickets. | Is Is not Contains Does not contain |
| Requester Timezone | Filters tickets based on the time zone of the requester of the tickets. | Is Is not In Not in |
| Requester External Id | Filters tickets 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 tickets based on the language of the requester of the tickets. | Is Is not In Not in |
| Requester External Id | Filters tickets 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. |
| Total Hours Logged (min) | This filter allows you to find tickets based on the total time spent working on them. You can specify a time in minutes to narrow down the results. | Is Is not Is empty Is not empty Greater than equal to Less than equal to Greater than Less than |
| Total Billable Hours Logged (min) | This filter allows you to find tickets based on the total billable time spent working on them. You can specify a time in minutes to narrow down the results. | Is Is not Is empty Is not empty Greater than equal to Less than equal to Greater than Less than |
Custom Fields supported
The table below summarizes the supported types of custom fields:
| Field Type | Description | Operators |
|---|---|---|
| Check box | Filters ticket based on the selected checkbox 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 dropdown option values. | Is Is not Is empty Is not empty In Not in |
| Drop down(multi-select) | Filters ticket based on the selected multi-select option values. | Is Is not Is empty Is not empty 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 Last Next |
| Numeric | Filters tickets 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 tickets 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 Last Next |
| 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 |
