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Help Desk - Filter and Search Panel

 
Search and filtering is available from the Main Toolbar by clicking on the search and filter icon.
 
 
Clicking the Filter menu option opens the help desk Search and Filter sidebar. Depending on the subscription level and users permissions, the ticket system search and filter sidebar allows the user to search for and filter tickets.
 
Help Desk - Filter and Search Panel
 
At the top of the filter aside you can select the default filter condition. The primary filter conditions include filtering all tickets that a user has access to.
 
1

Ticket List

1. Ticket List
Filter the ticket list for all tickets that are in the displayed Ticket List. Filter results will only include help desk tickets that a specific user has access to.
2

To-Do List

2. To-Do List
Filter the ticket list for all tickets that are in the displayed To-Do list. Filter results will only include help desk tickets that are in the To-Do List.
3

Watch List

3. Watch List
Filter the ticket list for all tickets that are in the displayed Watch List. Filter results will only include help desk tickets that are in the displayed Watch List.
4

Apply Filter

4. Apply Filter
Apply a filter or initiate a search of tickets that you have access to by clicking on the Apply Filter button.
5

Save Filter

5. Save Filter
Depending on the subscription level a user can save their common filters and searches by clicking on the Save Filter button. For more information on Save Filter refer to the help topic.
6

Clear Filter

6. Clear Filter
Remove the filter conditions and display all tickets by clicking on the Clear Filter button.
7

Keyword

7. Keyword
Keyword search uses natural language search for tickets and also searched the tickets replies to quickly find multiple key words within the entire conversation related to a help desk issue and is the most comprehensive method for searching and filtering a ticket’s contents. Enter the key words that you want search for in the text area.
8

Subject

8. Subject
Subject search only searches the help desk tickets’ Subject field and is limited in the depth of search as it will not search the entire contents of help desk tickets and the conversation contained in the ticket replies for any help desk ticket. Enter the text that you would like to find in the ticket's subject in the text area.
9

Product or Group

9. Product or Group
Filtering by Product or Group allows you to select one or more products or groups. Tickets that are returned in the results must belong to one of the selected product or groups. Not all tickets may be assigned to a Product or Group.
10

Topic

10. Topic
Filtering by Topic allows you to select one or more topics. Topics are associated with Products and / or Groups. Tickets that are returned in the results must belong to one of the selected topics. Not all tickets may be assigned to a topic.
11

Contact

11. Contact
Filtering by Contact allows you to select one or more staff contacts, customer contacts or companies that a ticket may have been created by, assigned to (or company that one or more contact are assigned to.) Tickets that are returned in the results must be associated with the staff contact, customer contact or company. Not all users may be assigned to a company.
12

Last Activity Date

12. Last Activity Date
To search and filter tickets based on the last activity date for one or more tickets select a value from the drop down or select "Date range" and specify a start and end date to filter tickets on.  The last reply date or ticket modification date would need to fall in between the selected date range or time period selected in order for the ticket to be included in the filtered results.
13

Tags

13. Tags
Ticket tags allow labels or data to be associated with specific tickets in the help desk for the purpose of ease of ticket identification or to provide other information.  Tickets can be filtered based on ticket tag values.  Ticket tags are a method for used for classifying tickets in the ticket system. For more information on defining available ticket tags in the customer service help desk see the Ticket Tags administration help topic.
14

Priority

14. Priority
Filtering by Priority allows you to select one or more ticket priorities that a ticket may have been assigned. Tickets that are returned in the results must have one of the selected priorities. All tickets must have an assigned priority.
15

Status

15. Status
Filtering by Status allows you to select one or more ticket statuses that a ticket may have been assigned. Tickets that are returned in the results must have one of the selected.
16

Date Created

16. Date Created
Filtering by Date Created lets you select a filter date range for when the ticket was created. All tickets returned in the results must have been created in the selected date range. All tickets have a creation date.
17

Due Date

17. Due Date
Filtering by Due Date lets you select Today, tomorrow and overdue. All tickets returned in the results must meet the criteria specified. Not all tickets will have a due date specified.
18

Show Deleted Tickets

18. Show Deleted Tickets
Show Deleted Tickets will display tickets that have been marked as deleted. Deleted tickets are retained for 30 days and may be un-deleted during that time period. After 30 days deleted tickets will be purged from the database and will not be recoverable.