Sorting and filtering tickets in a view to refine results

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.

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You can sort tickets in a view by any available column and reset the default order when needed. You can also filter tickets by fields like status, priority, assignee, brand, channel, tags, or custom fields to narrow results. Filters stay in the view until you sign out, helping you focus on the tickets you need.

Location: In Support, click Views () 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 describes sorting tickets within a view. If you want to sort your list of views on the Views page, see Sorting the list of views.

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.

Note: If you sort tickets by SLA, tickets with the same SLA badge are ordered by creation date. Tickets might appear out of order, depending on the breach time left on each ticket.

Filtering the list of tickets in a view

Agents can filter tickets in a view, and any filters applied remain persistent in that view until you sign out. Agents in a custom role without permission can't filter views.

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 apply the following filters to your views:

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

• Approval status
• Assigned date
• Assignee
• Brand
• Channel
• Channel group
• Custom fields: checkbox, drop-down fields, and dates
• Due date
• Group
• Group SLA
• Latest update
• Latest update by assignee
• Latest update by requester
• Latest update type (agent/end user)
• Multi-recipient email ID
• Next SLA breach
• Organization
• Pause messaging reminders
• Priority
• Request date
• Requester
• Requester language
• Required tasks
• Resolution tier
• Resolution type
• Satisfaction
• Skill match
• SLA
• Solved date
• Status
• Submitter
• Summary
• Summary agent ID
• Summary agent locale
• Summary date and time
• Support type
• Tags
• Ticket form
• Ticket status
• Ticket type