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 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.
- Assigned date
- Custom fields: checkbox, drop-down fields, and dates
- Due date
- Latest update
- Latest update by assignee
- Latest update by requester
- Next SLA breach
- Request date
- Requester language
- Skills match
- Solved date
- Ticket form
- Ticket status
- Ticket type