![](https://zen-marketing-documentation.s3.amazonaws.com/docs/en/views_icon.png)
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.
Sorting tickets in a view
You can sort tickets in ascending or descending order 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
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
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.
1
Gabriel Manlapig
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?
0
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.
0
Gabriel Manlapig
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!
0
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?
1
Arianne Batiles
Hi Mark,
Unfortunately, multi-select field is not available to add as a column in your view, as mentioned in this article.
0
Gamee Support
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
0
Elaine
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!
0
Ivan Miquiabas
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!
0
Kristine Hancock
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?)
0
KRISHANPAL CHUNDAWAT
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.
0