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Ticket Filters

Filtering the ticket inbox lives under Smart Search and Filters. This page is a short pointer to those docs, plus the two related capabilities that sit alongside filtering - sorting and keyword search.

Filtering​

The visual filter builder, saved filters, and the 12 built-in system filters are documented in their own section:

Sorting​

Sorting works on whatever ticket list is in front of the agent - filtered or unfiltered. Click a column header to sort by it; click again to reverse the direction.

Common sorts:

  • Date - Creation Date, Last Updated, Due Date
  • Priority - Critical to Low or Low to Critical
  • Status - groups tickets by status value
  • Requester - alphabetical by requester name
  • Assigned agent - alphabetical by agent name

Sorting is independent of filtering. Apply a filter to narrow the working set, then sort it to pick the order. Both stick when navigating to a ticket and back.

A keyword search input sits on the filter bar above the ticket list. Type a ticket ID, a word from the subject, a requester name, or any text from the description, and the list narrows as you type. Search runs across the current filtered view, so combining a saved filter with a keyword search is the usual way to find one specific ticket in a busy queue.

For the full description of where the search input lives in the bar, see the Smart Search and Filters overview.