Ticketing filters can be used to locate tickets within your help desk software. You can define ‘filters’ as settings, rules, or requirements that can be applied to a search query, so only tickets that match those conditions appear in your search results.
Ticketing filters are very much like any other filter that you use on the internet. For example, they’re comparable to Google search filters that help you find relevant Google search results or TripAdvisor filters that enable you to find the right hotel, restaurant, or activity based on your budget and other criteria.
Ticketing filters are useful because they can help you keep track of specific tickets. For example, if you have a large number of tickets stored in your help desk software inbox, it can be difficult and time-consuming to scroll back and find a particular ticket. With filters, you can do it in just a few seconds.
The more specific your filters are, the more accurate your results will be. For example, let’s say you’re looking for a ticket from a VIP customer called John. He’s been contacting your support department for years, so finding a particular ticket from him will be a bit difficult. However, you do remember that John submitted the ticket you’re after via live chat. You also remember that his question was technical.
You can narrow your search by selecting the source of the ticket as live chat. Then, to narrow it down even further, you can choose a tag filter that contains a technical support tag.
Creating these filters will narrow down your search significantly and make it much easier to locate the ticket you’re after.
4. Select the appropriate filter criteria such as status, source, and tags.
5. Click Apply.
4. Name your filter.
5. Select the appropriate filter values and conditions.
You can create your filter based on:
6. Then, select the additional filter information. For example, if you chose a department, choose which department (such as marketing, IT, sales, etc.)
7. Click on Create.
8. Your ticket filter will be visible on the left-hand side of the screen.
LiveAgent offers countless filter options.
Yes! LiveAgent help desk software can filter your tickets with an unlimited number of values.
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Saved ticket filters are not updated in real-time. Therefore, the number of ‘Open’ and ‘New’ tickets displayed next to the filter name often does not reflect the number of tickets shown in the filter. However, once you click on the filter, the number is updated.
Filters are updated approximately every 2 seconds to every 10 minutes. This time is different for every saved ticket filter and depends on the filter’s conditions. For example, hidden filters will recompute only every 5 to 10 minutes. On the other hand, active filters with only a few Open and New tickets will update every 2 seconds. Active filters with 99+ tickets will update less often. Moreover, if you’ve created a complex search filter that takes at least 30 seconds to load the result, it will not be updated more often than every 32 seconds.
If you are the owner of your LiveAgent account, you have the option of creating global ticket filters. Global ticket filters define default ticket filters for all or specific agents. This setting ensures that your agents have a clear ticket overview and aren’t distracted by tickets assigned to other agents or departments.
6. Name your filter.
7. Uncheck the “Visible for all agents” box.
8. Add agents or Add departments to select who you want the filter to be visible for.
9. Select the ticket filter values.
10. Click on Create.
Let’s say one of your colleagues is going on vacation, and you’re tasked with covering for them while they’re away. One way to ensure you answer all tickets assigned to them would be by creating a filter containing all their tickets.
For our second example, let’s say you want to display all tickets created today because you’re looking for a specific query. Again, ticket filters enable you to do that with ease.
Filter tickets by channel, customer, or any other custom filter to make searching easier. Try it today for free. No credit card is required. Start your free, all-inclusive 14-day trial today.
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