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Ticket Filters

Ticket filters are a powerful way to organize, sort, and find specific tickets in the helpdesk system. They help improve efficiency and response times for agents and managers.

Filters​

  1. Allows users to refine ticket lists based on specific criteria.
  2. Common filters include status (Open, In Progress, Resolved, Closed), priority (Low, Medium, High, Critical), assigned agent, category, ticket type, and creation date.
  3. Helps agents focus on relevant tickets without scrolling through unnecessary entries.

Types of Filters​

  • Status Filters: Open, Closed, Pending, In Progress
  • Priority Filters: Critical, High, Medium, Low
  • Category Filters: Incident, Service Request, Problem, Change
  • Assignment Filters: Assigned to Me, Unassigned, Assigned to Queue, Assigned to Agent
  • Time-Based Filters: Created Today, Due Today, Overdue, Updated This Week

Filter Creation Interface

Creating Custom Filters​

  1. Navigate to the Filters section in the ticket management interface
  2. Select "Create New Filter"
  3. Choose the criteria you want to apply (multiple criteria can be combined)
  4. Name and save your filter for future use
  5. Optional: Share the filter with your team

Saved Filters​

  • Saved filters appear in the left navigation panel for quick access
  • Filters can be marked as favorites for easier access
  • Filters can be shared with specific teams or all users
  • Filters can be edited or deleted as needed

Precreated Filters

Sorting​

  1. Users can arrange tickets based on different attributes such as creation date, last updated time, priority, or ticket status.
  2. Supports ascending and descending order sorting for better workflow management.

Sorting Options​

  • Sort by Date: Creation Date, Last Updated, Due Date
  • Sort by Priority: Critical to Low or Low to Critical
  • Sort by Status: Open to Closed or Closed to Open
  • Sort by Requester: Alphabetical order
  • Sort by Agent: Alphabetical order by assigned agent
  1. Provides a quick way to locate specific tickets using keywords, ticket ID, requester name, assigned agent, or description.
  2. Enhances efficiency when dealing with a high volume of tickets.