) in the sidebarViews are a way to group tickets based on certain criteria. You can access your views list and open any view to see the tickets associated with that view.
For many support operations, a view might show many hundreds of tickets and it can be a challenge to find the tickets you want to work on. To help, you can use the filter option in any view to limit the ticket results you see.
Filtering the list of tickets in a view
To apply a filter to a view
-
In any view,
click the Filter button.
If there are no filterable items in a view, the Filter button will not be displayed.
- In the filter
options, configure the items on which you
want to filter the view.
For example, you could filter by ticket status or priority.
The items you’ll see in the filter options depend on which view columns you have displayed. For more information about choosing view columns, see Creating views to manage ticket workflow.
- When you're finished, click Apply filters.
The view is filtered based on the options you configured.
Each filter is shown as a tag above your view. You can click the x in a tag to remove it, or click Clear filters to remove all tags and revert the view to its original state.
The Play and Actions buttons are not visible when a view is filtered. However, bulk actions remain available in a filtered view.
Available filters
- Assigned date
- Assignee
- Brand
- Channel
- Custom fields: checkbox, drop-down fields, and dates
- Due date
- Group
- Latest update
- Latest update by assignee
- Latest update by requester
- Next SLA breach
- Organization
- Priority
- Request date
- Requester
- Requester language
- Satisfaction
- Skills match
- Solved date
- Status
- Tags
- Ticket form
- Ticket status
- Ticket type
9 Comments
Is there a way to "not" a filter? For example, in my view I don't want to see any tickets that have a certain tag, by using the filter.
In-view filters only allow us to filter for tags based on inclusion, not exclusion. In this case, this can only be done using the ticket view condition Ticket tags >> contains none of the following.
I'd love to know more about your use-case, why do you need this feature?
We have a view for tickets on hold. I was hoping I could exclude tickets having tags for certain vendors. We know these will be on hold for an extended time. Then we can review the remaining to see if they actually qualify to be on hold, and to make sure tickets aren't put on hold and then neglected. I could probably easily use a search string but I was just curious if there was a way to exclude certain tags using a filter.
I can imagine, it would be incredibly helpful to be able to exclude or have a function "not" in the ticket view filter. I would recommend you to leave Feedback in our Community. Our Teams are frequently looking through the posts in order to get ideas on future additions to the Software. The more a votes a post gets, the higher the chance that the feature will be added in the future.
Thank you!
Hiya! Is it possible to filter by how many current tickets (new or open) a requester has? We aim to have a view that would show all requesters who have multiple tickets that are new/open. Currently, we're grouping by the requester, but this means that all requesters appear in the view, even if they only have one ticket.
Thank you!
Hi,
Is it possible to filter based on the values of a multi-check box? I have a custom field that is a multi-checkbox and I can't even add it as a column to a view. How could I filter based on its values?
Hi Mark,
Unfortunately, multi-select field is not available to add as a column in your view, as mentioned in this article.
Hello,
I would like to add a filter on the Updater, but there is no option like this.
When I go to my tickets (my own view), I would like to filter who updated the tickets. Since that is how I know if a user replied back.
Currently, I need to use a time filter and a sort for updater. But it is not the best option.
Thanks
Hi Ferenc,
At this time, the Latest updater type (agent/end user) is currently not available as a filter in a view.
As a workaround and as you have mentioned that you're currently using a personal view, you might want to change the Group by configuration of your personal view as follows:
Once you have that configuration your view should look something like this:
Here, you would not need to use any filter as it will group the tickets based on who last updated the ticket. I hope this helps!
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