Filtering tickets in a view to refine results

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12 Comments

  • Charles Perkins

    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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  • Charles Perkins

    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!
     
    1
  • Rebecca Paton

    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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  • Mark

    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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  • Ferenc Nagy

    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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  • Ahmed Zaid
    User Group Leader Community Moderator
    Zendesk Luminary

    Hello,

    It seems that agents in custom role are allowed to use filtering even if the admin disables it for their role.

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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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  • Ahmed Zaid
    User Group Leader Community Moderator
    Zendesk Luminary

    Hi Ivan Miquiabas

    Now I can't reproduce it. It may have just been a delay in removing the access. Thanks for checking in.

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