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.
</p>
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<div class="body">
<div class="p">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click <strong class="ph b">Views</strong>
(<img class="image" height="NaN" id="topic-1__d7e35" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/views_icon.png" width="NaN">) in the sidebar.</span>
</div>
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<p class="p">
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.
</p>
<p class="p" dir="ltr">
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.
</p>
<p class="p">
This article describes sorting tickets within a view. If you want to
sort your
list of views on the Views page, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842965530#topic_ppd_ymw_qy" target="_blank">Sorting the list of views</a>.
</p>
<div class="p">
This article contains the following sections:
<ul class="ul" id="topic-1__ul_cnq_25m_vt">
<li class="li">
<a class="xref" href="#topic_rnj_zrw_lcc">Sorting tickets in
a view</a>
</li>
<li class="li">
<a class="xref" href="#topic_yqr_ylq_m5b">Filtering the list
of tickets in a view</a>
</li>
<li class="li">
<a class="xref" href="#topic_ilc_mfx_4wb">Available
filters</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_rnj_zrw_lcc">
<h2 class="title topictitle2" id="ariaid-title2">Sorting tickets in a view</h2>
<div class="body">
<p class="p">
You can sort tickets in ascending or descending order in a view.
</p>
<div class="p">
<strong class="ph b">To sort tickets in a view</strong>
<ul class="ul" id="topic_rnj_zrw_lcc__ul_ekk_lsw_lcc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829483930#topic_1nl_ftm_vt" target="_blank">In any view</a>,
click the sort icon (<img class="image" id="topic_rnj_zrw_lcc__image_asy_qsw_lcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-sort.png">)
on column headers where
available.
<p class="p">
<img class="image" id="topic_rnj_zrw_lcc__image_mkc_psw_lcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/views_filter_overview.png" width="600">
</p>
</li>
</ul>
</div>
<p class="p">
You can reset the sort order by clicking
<strong class="ph b">Reset sort order</strong> at the
top of the view. This option appears only after you've changed the
default sort order.
</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> 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.
</div>
</div>
<p class="p">
If you're having trouble reordering the tickets within a view, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4411294195738" target="_blank">I can't reset the order of
tickets in my view after selecting a column
header</a>.
</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_yqr_ylq_m5b">
<h2 class="title topictitle2" id="ariaid-title3">Filtering the list of tickets in a view</h2>
<div class="body">
<p class="p">
Agents can filter tickets in a view, and any filters applied remain
persistent in that view until you sign out. Agents in a
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">custom role without
permission</a>
can't filter views.
</p>
<p class="p" dir="ltr">
<strong class="ph b">To apply a filter to a view</strong>
</p>
<ol class="ol" id="topic_yqr_ylq_m5b__ol_dk2_cmq_m5b">
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829483930#topic_1nl_ftm_vt" target="_blank">In any view</a>,
click the <strong class="ph b">Filter</strong> button.
<p class="p">
<img class="image" id="topic_yqr_ylq_m5b__image_wdj_z3w_4wb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/views_filter_overview.png" width="600">
</p>
<p class="p" dir="ltr">
If there are no
filterable items in a view, the <strong class="ph b">Filter</strong>
button
will not be displayed.
</p>
</li>
<li class="li">
In the
<a class="xref" href="#topic_ilc_mfx_4wb">filter
options</a>,
configure the items on which you
want to filter the view.
<p class="p">
For example, you could filter by
ticket status or priority.
</p>
<p class="p" dir="ltr">
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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank">Creating views to
manage ticket workflow</a>.
</p>
<p class="p">
<img class="image img-screenshot" id="topic_yqr_ylq_m5b__image_il2_b4l_55b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/view_filter_2_1.png" width="250">
</p>
</li>
<li class="li">
When you're finished, click
<strong class="ph b">Apply filters</strong>.
<p class="p">
The view is
filtered based on the options you
configured.
</p>
<p class="p">
Each filter is shown as a tag
above your view. You can click the <strong class="ph b">x</strong>
in a tag
to remove it, or click <strong class="ph b">Clear filters</strong>
to remove all tags and revert the view to its
original state.
</p>
<p class="p">
<img class="image img-screenshot" id="topic_yqr_ylq_m5b__image_sq1_fpl_55b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/view_3_1_filter.png" width="600">
</p>
</li>
</ol>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> If a view doesn’t show any
tickets after you filter
it, try refreshing your web browser window.
</div>
</div>
<p class="p">
The <strong class="ph b">Play</strong> and
<strong class="ph b">Actions</strong> buttons are not visible when
a view is
filtered. However, bulk actions remain available in a filtered
view.
</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ilc_mfx_4wb">
<h2 class="title topictitle2" id="ariaid-title4">Available filters</h2>
<div class="body">
<div class="p" dir="ltr">
You can currently use the following filters:
<div class="note note">
<span class="notetitle">Note:</span> The filter
must also appear as an available column in your view (see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570#topic_vcr_xfp_ec" target="_blank">Adding views</a>).
</div>
</div>
<ul class="ul" id="topic_ilc_mfx_4wb__ul_ck2_cmq_m5b">
<li class="li">Assigned date</li>
<li class="li">Assignee</li>
<li class="li">Brand</li>
<li class="li">Channel</li>
<li class="li">Custom fields: checkbox, drop-down fields, and dates</li>
<li class="li">Due date</li>
<li class="li">Group</li>
<li class="li">Latest update</li>
<li class="li">Latest update by assignee</li>
<li class="li">Latest update by requester</li>
<li class="li">Next SLA breach</li>
<li class="li">Organization</li>
<li class="li">Priority</li>
<li class="li">Request date</li>
<li class="li">Requester</li>
<li class="li">Requester language</li>
<li class="li">Satisfaction</li>
<li class="li">Skills match</li>
<li class="li">Solved date</li>
<li class="li">Status</li>
<li class="li">Support type</li>
<li class="li">Tags</li>
<li class="li">Ticket form</li>
<li class="li">Ticket status</li>
<li class="li">Ticket type</li>
</ul>
</div>
</div>
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