How do I filter my views by ticket subject?

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9 Comments

  • Krista Ziegler
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    this may seem like a silly question but I am so frustrated with this subject issue in the views, I want to poke my eyes out.  I've created the trigger but I don't see where in the view I can add it??  On a side note, I love Zendesk but this is something that should be fixed.  How can the subject not be including in views but the description is??  Makes no sense.

    5
  • Jessie Schutz
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    Hi Krista!

    Have you gone in and created/edited the View where you want these tickets to appear? Once you've gone in an added the tag to the View conditions you'll be all set.

    0
  • Michael
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    I'm right in the same place with this - I don't know how this isn't a filter option..

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  • Jason Schadow
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    I believe it would be beneficial for Zendesk to develop native conditions for filtering views based on subject field data.
     
    While I realise a trigger to set tags is a workaround - it is one that requires an agent to have permissions to create them - something that, rightly, may not be a good idea. Triggers - as seem to touch every ticket at different stages in different ways - is probably an 'expensive operation' processing wise and having many agents creating many triggers to filter personal views seems impracticable.

    If Subject or raw-subject are special or indexed fields that may make implementing this tough... perhaps duplicating that field (how about searchable-subject?) is a way to achieve subject filtering!

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  • Nicole - Community Manager
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    Hey Jason -

    We have a conversation about this happening in the Support Product Feedback topic in the community. I encourage you to up-vote it and add a comment to this thread if you like:

    Views should include the condition "subject"

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  • Sy Sussman
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    Is there any way to tag a ticket based on the contents?

    Use case: we have people who reply to one of our texts or emails with just a "Thank you." I would like to create a trigger to identify tickets where the entire comment text is "Thank you" or "Thanks" so that I can auto-close them.

    The problem I'm having is that the options allow me to tag a ticket if the comments has "at least one of the following words" or "contains the following string." But that's going to also include tickets where someone has a legitimate need and then adds "Thank you" to the end. I'd like to have a filter that says the comments contains "only the following string".

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  • Nicole - Community Manager
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    Hi Sy -

    While there are ways to tag tickets based on the comment content as you described, you have correctly identified the limitation that there is not a "contains only" or "contains exactly" type of criteria.

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  • Mutya Aller
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    I have just upvoted on the Support Product Feedback. I hope this will get more traction as that request is already more than 6 years old but I've always felt limited in creating views when Subject isn't an option. 

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  • Kate McFadden
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    I need to provide a report to upper management for every ticket submitted since making the move to Zendesk with a specific word in the subject line. It's crazy that there's no option to create a View for Ticket: Subject contains....

    Could you perhaps modify the Description to include Subject?

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