Sorting and filtering tickets in a view to refine results

What's my plan?

Quick Look: In Support, click the Views icon () in the sidebar.

Views 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 sort tickets in a view to change the order or use the filter option to limit the ticket results you see.

This article contains the following sections:

• Sorting tickets in a view
• Filtering the list of tickets in a view
• Available filters

Sorting tickets in a view

You can sort tickets in ascending or descending order in a view.

To sort tickets in a view

• In any view, click the sort icon () on column headers where available.

  

You can reset the sort order by clicking Reset sort order at the top of the view. This option appears only after you've changed the default sort order.

If you're having trouble reordering the tickets within a view, see I can't reset the order of tickets in my view after selecting a column header.

Filtering the list of tickets in a view

Any filters you apply remain persistent in that view until you sign out.

Note: Agents in a custom role without permission can't filter views. See Creating custom roles and assigning agents.

To apply a filter to a view

1. In any view, click the Filter button.

   

   If there are no filterable items in a view, the Filter button will not be displayed.

2. 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.

   

3. 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.

   

Tip: If a view doesn’t show any tickets after you filter it, try refreshing your web browser window.

The Play and Actions buttons are not visible when a view is filtered. However, bulk actions remain available in a filtered view.

Available filters

You can currently use the following filters:

Note: The filter must also appear as an available column in your view (see Adding views).

• 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