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Filtering By Ticket Field and Reviewing Tickets
Posted Sep 22, 2021
Our team uses a custom Ticket Field to track the different types of issues we receive support tickets on (e.g. Sign Up Process, Data Tools, Integrations, etc.) so we can track how many tickets we receive on a certain category per month.
I'd like to filter for specific categories, then open the tickets to review the exchanges and finer details of those tickets. I see how I can filter by ticket field in Explore, but I can only track the number of tickets received that were assigned to a specific category. I can't figure out how to return a list of all tickets that were assigned a specific category which would allow me to click into each of those emails.
Is this possible? Any help is greatly appreciated!
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3 comments
Dave Dyson
Hi Jamesk –
Once you have you metric (e.g. Tickets) and filter(s) selected to narrow down the tickets you want to look at, add "Ticket ID" to Rows and make sure you have the Table visualization type selected. That should give you a list of tickets. From there, you should be able to click on a ticket ID and click through to open the ticket: Clickable links now available in Explore
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Daniel Hamrick
I have been using the link to open the ticket and review the finer details however, going thru several hundred and clicking each ticket to review is time consuming.
is there a easier way to open all the tickets on the report and scroll thru them, like page by page of each ticket.
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Noly Maron Unson
Hi Daniel,
This is not currently possible. The closest thing we have for this use case is the Play/Guided mode but this is provided that you can have all the tickets you need to review all in one View.
I've marked this comment as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
Hope this helps.
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