2.2 Filtering tickets on the tickets tab
All tickets can be found on the tickets tab. But you can filter the list to narrow it down to a specific set of tickets AND you can sort them by due date, priority etc.Shown below are the various filtering options.
|
Filter Name |
Select filter to |
Filter Options |
|
Agents |
View tickets under the ownership of specific agents |
● <Agent name> ● Me ● Unassigned |
|
Requesters |
View tickets initiated by specific requesters |
● <Requester name> ● <Requester email id> |
|
Departments |
View tickets being handled by specific departments (E.g. HR, Finance etc.) |
<Department name> |
|
Groups |
View tickets belonging to a specific group (E.g. Sales, Managers, etc.) |
<Group name> |
|
Created |
Time-range when the ticket was created |
● Any time ● Time ranging from: the last 5 minutes to the last 6 months |
|
Due by |
View tickets based on when they are/were due (multiple options can be selected) |
● Overdue ● Today ● Tomorrow ● Next 8 hours |
|
Status |
View tickets that have a specific status |
● Open ● Pending ● Resolved ● Closed ● On hold |
|
Priority |
View tickets based on the selected priority (multiple options can be selected) |
● Low ● Medium ● High ● Urgent |
|
Type |
View tickets that belong to a specific category |
● Incident ● Service Request |
|
Source |
View tickets from a specific source (E.g. Email, Chat Etc.) |
● Portal ● Phone ● Chat ● Feedback Widget |
|
Category |
View tickets based on their category |
<category name> |
So, to view all of your tickets due today, set Agent to Me and Due by to Today.
Some custom views like ‘My Open and Pending Tickets’ and ‘My Overdue Tickets’ are available
as a drop down menu. Tickets can be sorted by the due date, date created, last modified, priority, status and in ascending or descending order.