Ticket filtering and sorting
We are constantly needing to filter or sort our tickets. Right now the only way is to create a different view to accomplish this. However, it is cumbersome and not quick to go and create a whole new view. It would be VERY nice if we could have a view that would allow us to filter the results on the fly.
Example, primary view would be ALL tickets, then you select to only show 1 or 2 support groups, then you select to show only the open tickets, then you select to sort by request date. But then you need to change which support groups you are looking at, so you unselect the original support groups, and select 2 different ones.
Our work requires us to sort and filter through these tickets. We know we can export the results and do this in Excel, but in excel we can't link direct to the tickets and the data then isn't live. Seems to me that Zendesk should have this functionality built into the product.
Thanks for that feedback, Brock! Totally makes sense.
We'll continue to collect comments and votes on this idea to gauge interest and need for other users as well.
I agree with this request as well. We have over 150 Clients/Organizations that are submitting tickets to us. We're reviewing their tickets on regular basis. It would be beneficial for us to have a quick way to select one of our Clients/organizations on the Dashboard and have all of their corresponding tickets return. I realize we can search for an Organization and see each of their tickets; however it would be beneficial to save a few clicks and have that field easy to filter on via the agent dashboard.
I Agree with the posts here. There needs to be a way to take a view and quickly filter tickets in my view to find what I need. Creating new views is not the right answer, as these filters should be available within the view, set up on a per-user, per session basis. If there was a way to embed parts of the advanced search tool into the ticket view to filter tickets would be a lifesaver and would make it easier to get around the limit of 12 top-level views for a user.
Has there been any progress made with adding some filters to a View? Or a place we can vote on the necessity of this feature?
It is very inefficient to have such limitations on Views. Creating a search based on tags for all the different things we need to filter is a crazy ask. Thanks in advance for the feedback.
Could we please get a status update ? I've been configuring Zendesk as a freelancer and this is a very frequent request by clients.
The current solution is to link the views to some external tool (sometimes even export as .csv) and perform the filter there : time consuming, inefficient, and possibly a source of leaks and errors.
Thanks in advance for letting us know about the current timeline for this (even if that timeline is "not part of the current timeline").
Hi everyone, please don't forget to upvote, as that's something our product team looks for.
Hi @..., we have upvoted the post, however, is there any progress on this feature request?
This would be extremely useful for my company as well since we use the subject to contain our Client Codes and Internal Ticketing system. The ability to sort and filter on that field would make it much easier for us to process our support work.
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