Sometimes instead of searching through the whole ticket inbox, you just need to see all tickets matching a specific condition. For example, you want to see all tickets assigned to your colleague or you want to see all tickets tagged with a specific tag or maybe you just want to see all tickets which were created today. You can easily use the search function from the Ticket filters section to find what you need but if you need to see this information regularly it is not very convenient to construct the search filter every single time. That's where the ticket filters come in. 

The Ticket filters however shouldn't be used as the main way of accessing tickets which you need to reply, for that there is the To solve button functionality. You should use the filters only as an additional option to your default To solve button workflow.

Note: if you wish to create a global ticket filter available to all agents you can do so by following this article.

Filters Setup

Step 1: Navigate to the main Ticket overview and select Create under the list of existing ticket filters.
Step 2: A new window will pop up with the different options of how you can set up your filter. 

Step 3: Enter the name for your new filter and click 'Create' to save the filter.

You can create your filter based on

  • Status
  • Source
  • Tags
  • Requested by
  • Assigned to
  • Not Assigned to
  • Department / Department (exclude)
  • Message added by
  • Message added
  • Created
  • Changed
  • Resolved
  • SLA level
  • Customer Group
  • Suggestion Category
  • Forum Category

+ Any additional ticket fields that you have previously created. 

Step 4 (Optional): Additionally, you are able to choose whether the ticket filter should be shown always, whether it should be hidden, or whether it should only be shown when there are open tickets. You can change this by clicking on the configuration button next to the ticket filter. 


How often are filters recomputed?

The saved ticket filters are not updated in real-time, so it might happen that the displayed number of 'Open' and 'New' tickets next to the filter name will not match the actual number of tickets in the filter. Once you click on the filter, the number is updated. We should stress here again that the Ticket filters shouldn't be used in your primary workflow to answer tickets that need to be resolved. For that, there is the To solve button which is updated in real-time and will always open the ticket which has to be solved first.

The actual time for how often the filters are recomputed varies from approximately every 2 seconds to every 10 minutes. This time is different for every saved ticket filter and depends on multiple different conditions. For example, the hidden filters will recompute only every 5 to 10 minutes, active filters where there are only a few Open and New ticket will recompute every 2 seconds, active filters with 99+ tickets will recompute less often since the information whether there are 101 or 102 tickets which need to be solved isn't as important as whether there is 0 or 1. Also if you have created a complex search filter that takes at least 30 seconds to return the result it will not be recomputed more often than every 32 seconds.

To sum up, the filters will recompute as often as it is possible to preserve infrastructure performance and at the same time provide the best user experience possible.