Question
How can views be filtered based on ticket subject?
Answer
The Description condition only filters the text in the first comment in the ticket. This condition does not filter for ticket subject text and subsequent comment text in the ticket. This means there is not a native condition for ticket subject that can be used in views.
However, as a workaround, create a trigger to automatically tag tickets based on ticket subject data. Use the Ticket: Subject text in the trigger. You can then use the ticket tag added by the trigger to create a view for tickets with these tags. For more information, see the article: Trigger conditions and actions reference.
13 Comments
I couldn't believe I can't create a view filtering on the subject. And I still can't believe this feature is still not in ZD though been requested 4 years ago.
Looks like ZD entered the "slow race" competing with other big enterprises on whom does take is the longest to develop a new feature.
Sorry for venting my frustration here but this is a second simple-must-have-feature after "see all the tickets I'm following" that I encountered as still missing despite being requested for years.
Now I ended up writing my own ETL to take ZD data to BigQuery so that I can actually see it (:face palm:)
I can't believe this isn't a feature! So frustrating.
Zendesk (and @...)
could you please make the product team fix this? This is a flaw that only turns visible in case of error (and potential frustration) when you start searching the support base for the issue and find out: I'm not alone.
This is an incredible gap, as "subject" can be searched barely anywhere, I can only consider the exclusion in Views as a bug, sorry.
Please help!
Regards,
Oliver
@... thanks for your explanation, which shows even more that it's NOT a solution to first change (historic and new) tickets by use of a trigger to THEN be able to find it.
The workaround doesn't work on closed tickets (as one example) so it's hardly a workaround at all :(
Best regards,
Oliver
Considering that email is one of the foundational channels of Zendesk, this seems like a huge miss and should be easy to fix. Workarounds are fine as a temporary solution, but I can't go back and tag closed tickets so that doesn't work.
I spent 45 minutes only to find this later. I'm assuming there's some hosting cost avoidance for costly operations going on here. The ticketing recommendation as a work around is not practical for me. I would like to see the ability to filter on subject conditionals like others are requesting here. Thank you.
This is incredibly frustrating to find out. This should be an mandatory option since you are a HelpDesk solution!
Searching the description has to be more resource intensive than searching the subject, I don't understand or can fathom how this is still a problem.
It's very frustrating. Please add subject filtering option. Workarounds are just workarounds. You cannot share a workaround and treat the problem as "issue solved"
Along with the other commenters here, I find it bewildering that description can be used to filter a view but subject cannot.
There isn't really much more to say about it, the use cases are obvious.
I'm chiming in as well we need to be able to create filters by subject! It's silly to even ask for this.
It seems we recently lost the ability to sort by subject on any of our views as well.
Why can't the email subject get any ZD love?
We would also like to create tickets views with a condition on the ticket subject.
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