How do I filter my views by ticket subject?

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13 Comments

  • Krista Ziegler

    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.

    6
  • Jessie Schutz
    Zendesk team member

    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

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

    0
  • Jason Schadow

    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 S.
    Zendesk Community Team

    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

    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".

    0
  • Nicole S.
    Zendesk Community Team

    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.

    0
  • Mutya Aller

    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

    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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  • Angelito

    Is there any update on this topic? Creating views will be a lot easier if there is an option to filter out messages using the subject of the email or messages.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Angelito,

    It doesn't look like this functionality is currently on the roadmap. I'll be sure to mark this as product feedback so our Product Managers are aware of this need.

    Cheers!

    0
  • Sarah Bowers

    Is there anyway to manually add a ticket to a specific view?

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  • Elissa
    Zendesk Community Team

    Hi @Sarah Bowers,

     

    Views are not like Folders, tickets don't actually exist or live in those views, the views just help you see all tickets that fit a certain set of characteristics. So for example you can make a view show you all the tickets in your account that are set to "Open" status. Think of a view as more of a saved search. The view "conditions" are basically your search terms for that saved search.

    If there is a certain ticket you want to see in a certain view, you need to set those view conditions (or search terms) to include the characteristics of that ticket. Or you would have to adjust the ticket characteristics to match what the view is looking for.

    For example. If you have the view I mentioned before that shows all tickets with an "Open" status, and you want a specific ticket to show up in that view, you need to either switch that ticket into Open status (so now it matches what the view is looking for) or add a condition to the view to also include tickets that say, have the subject like "I need more waffles".

    I hope that makes sense! If you are still confused and have a specific use case please share so I can use that example and help you get where you need to go!

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