Ticket filters can be used as a saved quick search query to locate tickets within your LiveAgent account. We 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 when you want to for example see all tickets assigned to yourself or you want to see 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 reply, it is at first place always recommended to use the To solve button functionality. Ticket filters are recommended more as an additional option to your default To solve button workflow.
Users with admin or owner role 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, in the menu Tickets section click on the "create" button in the Ticket filters left section. In the Create filter window, name your new ticket filter, and select the conditions of your filter. Only tickets that will meet all the conditions of your filter will be displayed in the tickets grid after accessing the filter. By clicking on the "Add filter" option you can add multiple conditions to your new ticket filter. After all conditions are set, click on the "Create" button.
The newly created ticket filter will be added to the list. By hovering over the ticket filter and clicking on the displayed Edit button (cogwheel icon) you can set its visibility to hidden, always visible, or visible only if there are some new/open tickets in it. Additionally, you can modify the filter's conditions and re-save them or 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.
Ticket filters indicators refresh rate
The ticket filters are not updated in real-time every moment, so it might happen that the displayed number of new & open tickets in the filter's tickets count indicator will 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 varies from approximately every few seconds to 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 few minutes based on the amount of tickets in the filter 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 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 which has to be solved first, is still recommended to be used primarily.