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Sorting and filtering tickets in a view to refine results



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Colleen Hall

Zendesk Documentation Team

Edited Aug 22, 2024


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12 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.

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Gabriel Manlapig

Zendesk Customer Care

Hi Charles,
 
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?
 

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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.

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Gabriel Manlapig

Zendesk Customer Care

Hi Charles, 

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!
 

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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!

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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?

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Arianne Batiles

Zendesk Customer Care

Hi Mark,

Unfortunately, multi-select field is not available to add as a column in your view, as mentioned in this article

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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

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Elaine

Zendesk Customer Care

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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Ivan Miquiabas

Zendesk Customer Care

Hi Ahmed Zaid
 
Thanks for reaching out! If you can provide a screenshot of the settings in the custom role that this is disabled on the agents role set up, then we can investigate it further. Please send us a ticket if this is the case so that we can deep dive into it. 
 
 
Cheers! 

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If I use the Filter for a few minutes to isolate certain tickets with a Hold status, am I affecting the view display of fellow agents at the same time? 

 

(is the Filter view specific to just me?)

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I am using the v2/ ticket.json and v2/search.json?query=type:ticket (specifically used when I want to search) api and I want to filter based on status_category.  As I have multiple custom statuses and this statuses are divided into three group open, resolved and closed.  
open status_category have this statuses :-  new,open, In Progress, Assigned and Reopen

resolved status_category :-  Resolved

closed status_category:- Closed

 

Kindly note that I created custom statuses and maped with status_categories.  

 

 

Now I want to get all the ticket with status_category is open.  Please help. 

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