Ticket filters can be used as a saved quick search query to locate tickets within your LiveAgent account. Filters can be defined as "conditions, rules, or requirements" that can be applied to a search query, so only tickets that match those conditions appear in your search results when you want to e.g. see all tickets assigned to yourself or all tickets tagged with a specific tag.
Although the Ticket filters can be used as the main way of accessing tickets which you need to solve, it is recommended to use the To solve button functionality at first place. Ticket filters are recommended as an additional option to your default To solve button workflow.
Users with admin or owner roles can also create predefined global ticket filters that will be available to chosen or all departments or agents. Read more about the global ticket filters in this article.
Setting up a new ticket filter
To create a new ticket filter, click on the "+ New filter" button in the Ticket filters section. In the Create filter window, name your new ticket filter, and select the conditions of your filter. You can add multiple various conditions by clicking on the "+ Add search condition" button. Only tickets that will meet all the conditions of your filter will be displayed in the Tickets grid after accessing the filter. After all conditions are set, click on the "Create" button.
The newly created ticket filter will be added to the Ticket filters list. By hovering over a ticket filter and clicking on the displayed Edit button (cogwheel icon) you can set its visibility, modify the filter's conditions and re-save them, delete the filter, and also change its position in the list of ticket filters.
To change the position of the filter in the list, you can also use the drag-and-drop function.
Hidden tickets are not displayed in your Ticket filters list and can be accessed after clicking on the "more filters" category. Ticket filters with visibility "Show if open" are shown in the list only if there is at least one ticket with the status New or Open that is searchable by the filter. If there are no New or Open tickets that would the ticket display, the filter will be hidden and accessible from the "more filters" category. After clicking on the "more filters" category all hidden filters are displayed.
If you want to temporarily customize your currently used ticket filter and display other results, click on the "Customize filter" option. Customized filters are applied only until you click on any other filter in your ticket filters lists or the Tickets menu item, although customized filters can be also saved and added to the list if needed.
Ticket filters indicators refresh rate
The ticket filters are not updated in real-time every moment, so the displayed number of new & open tickets in the filter's tickets count indicator might not match the actual number of tickets in the filter. Once you click on the filter, the number is updated. The actual time for how often the filters are recomputed automatically varies from approximately every few seconds to a few minutes. This time is different for every saved ticket filter and depends on multiple different conditions, where e.g. hidden filters will recompute only every few minutes, whereas active filters will recompute every few seconds to a few minutes based on the number of tickets in the filter. I you have created a complex search filter that takes at least 30 seconds to return the results it will not be recomputed more often than every more than 30 seconds. Simply to say, 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.
As already mentioned at the start of this article, the To solve button, which is updated in real-time and will always open the ticket that has to be solved first, is still recommended to be used primarily.