Sorting and filtering tickets in a view to refine results



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Sort and filter tickets in a view to quickly find what you need. Sort
tickets by clicking column headers, and reset the order anytime. Use
filters to narrow down tickets by status, priority, or other criteria.
Filters remain until you sign out, and you can easily remove them. This
helps manage your ticket workflow without navigating complex steps.





Location: In Support, click Views
( ) in the sidebar.



Views are a way to group tickets based on certain criteria. You can access
your
views list and open any view to see the tickets associated with that
view.


For many support operations, a view might show many hundreds of tickets
and it can be a challenge to find the tickets you want to work on. To
help,
you can sort tickets in a view to change the order or use the filter
option
to limit the ticket results you see.


This article describes sorting tickets within a view. If you want to
sort your
list of views on the Views page, see
Sorting the list of views.


This article contains the following sections:


Sorting tickets in
a view


Filtering the list
of tickets in a view


Available
filters





Sorting tickets in a view


You can sort tickets in ascending or descending order in a view.


To sort tickets in a view


In any view,
click the sort icon ( )
on column headers where
available.







You can reset the sort order by clicking
Reset sort order at the
top of the view. This option appears only after you've changed the
default sort order.



Note: If you sort tickets by SLA,
tickets with the same SLA badge
are ordered by creation date. Tickets might appear out of
order, depending on the breach time left on each
ticket.



If you're having trouble reordering the tickets within a view, see
I can't reset the order of
tickets in my view after selecting a column
header.




Filtering the list of tickets in a view


Agents can filter tickets in a view, and any filters applied remain
persistent in that view until you sign out. Agents in a
custom role without
permission
can't filter views.


To apply a filter to a view



In any view,
click the Filter button.




If there are no
filterable items in a view, the Filter
button
will not be displayed.



In the
filter
options,
configure the items on which you
want to filter the view.

For example, you could filter by
ticket status or priority.


The items
you’ll see in the filter options depend on which
view columns you have displayed. For more
information about choosing view columns, see
Creating views to
manage ticket workflow.






When you're finished, click
Apply filters.

The view is
filtered based on the options you
configured.


Each filter is shown as a tag
above your view. You can click the x
in a tag
to remove it, or click Clear filters
to remove all tags and revert the view to its
original state.








Tip: If a view doesn’t show any
tickets after you filter
it, try refreshing your web browser window.



The Play and
Actions buttons are not visible when
a view is
filtered. However, bulk actions remain available in a filtered
view.




Available filters


You can currently use the following filters:

Note: The filter
must also appear as an available column in your view (see
Adding views).



Assigned date
Assignee
Brand
Channel
Custom fields: checkbox, drop-down fields, and dates
Due date
Group
Latest update
Latest update by assignee
Latest update by requester
Next SLA breach
Organization
Priority
Request date
Requester
Requester language
Satisfaction
Skills match
Solved date
Status
Support type
Tags
Ticket form
Ticket status
Ticket type




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