Filters

What are ticketing filters?

Ticketing filters can be used to locate tickets within your help desk software. You 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.

Ticketing filters are very much like any other filter that you use on the internet. For example, they’re comparable to Google search filters that help you find relevant Google search results or TripAdvisor filters that enable you to find the right hotel, restaurant, or activity based on your budget and other criteria.

Why are ticketing filters useful?

Using ticket filters in a ticketing tool can greatly enhance your ticket management process. These filters serve a practical purpose by helping you to track and find specific tickets. For instance, if you have a large number of tickets stored in your help desk software inbox, it can be difficult and time-consuming to scroll back and find a particular ticket. However, with the help of these filters, you can streamline this process and locate a specific ticket in just few seconds.

The more specific your filters are, the more accurate your results will be. For example, let’s say you’re looking for a ticket from a VIP customer called John. He’s been contacting your support department for years, so finding a particular ticket from him will be a bit difficult. However, you do remember that John submitted the ticket you’re after via live chat. You also remember that his question was technical. 

You can narrow your search by selecting the source of the ticket as live chat. Then, to narrow it down even further, you can choose a tag filter that contains a technical support tag.

Creating these filters in your service ticket software will narrow down your search significantly and make it much easier to locate the ticket you’re after.

How can I filter my tickets in LiveAgent?

1. Log in to LiveAgent.
2. Click on Tickets.
3. Click on Custom filter.

4. Select the appropriate filter criteria such as status, source, and tags.
5. Click Apply.

How to use custom filters

1. Log in to LiveAgent.
2. Click on Tickets.
3. Click on Custom filter.
4. Select the appropriate filter values and conditions.

5. Click on Apply.

How can I create custom filters?

1. Log in to LiveAgent.
2. Click on Tickets.
3. Click on Create.

4. Name your filter.
5. Select the appropriate filter values and conditions.

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

6. Then, select the additional filter information. For example, if you chose a department, choose which department (such as marketing, IT, sales, etc.)

7. Click on Create.

8. Your ticket filter will be visible on the left-hand side of the screen.

What types of filter conditions are available in LiveAgent?

LiveAgent offers countless filter options.

List of conditions for Filters:

Tag filter options:

• Contain
• Contain any of
• Are empty
• Are not empty

Additional filters:

Can I filter my tickets with multiple values at once?

Yes! LiveAgent help desk software can filter your tickets with an unlimited number of values.

Do ticket filters update in real-time?

Saved ticket filters are not updated in real-time. Therefore, the number of ‘Open’ and ‘New’ tickets displayed next to the filter name often does not reflect the number of tickets shown in the filter. However, once you click on the filter, the number is updated.

Filters are updated approximately every 2 seconds to every 10 minutes. This time is different for every saved ticket filter and depends on the filter’s conditions. For example, hidden filters will recompute only every 5 to 10 minutes. On the other hand, active filters with only a few Open and New tickets will update every 2 seconds. Active filters with 99+ tickets will update less often. Moreover, if you’ve created a complex search filter that takes at least 30 seconds to load the result, it will not be updated more often than every 32 seconds.

What are global ticket filters?

If you are the owner of your LiveAgent account, you have the option of creating global ticket filters. Global ticket filters define default ticket filters for all or specific agents. This setting ensures that your agents have a clear ticket overview and aren’t distracted by tickets assigned to other agents or departments.

Setting up global ticket filters

1. Log into LiveAgent.
2. Click on Configuration.
3. Click on System.
4. Select Ticket filters.
5. Click on Add filter.

6. Name your filter.
7. Uncheck the “Visible for all agents” box.
8. Add agents or Add departments to select who you want the filter to be visible for.
9. Select the ticket filter values.
10. Click on Create.

Changing an existing ticket filter into a global ticket filter

1. Log into LiveAgent.
2. Click on Configuration.
3. Click on System.
4. Select Ticket filters.
5. Select an existing ticket filter by clicking on the Edit button (pencil icon).
6. If you want the ticket filter to be visible to all your support agents, ensure the “Visible for all agents” box is ticked. If you want it to be visible to only some agents, uncheck the box and select which agents or departments should be able to view that ticket filter.
7. Click on Save.

Examples of ticketing filter use cases

Displaying tickets that are assigned to a specific agent

Let’s say one of your colleagues is going on vacation, and you’re tasked with covering for them while they’re away. One way to ensure you answer all tickets assigned to them would be by creating a filter containing all their tickets.

Displaying tickets that were created today

For our second example, let’s say you want to display all tickets created today because you’re looking for a specific query. Again, ticket filters enable you to do that with ease.

Knowledge base resources

• Filters (Explained)
• Ticket filters
• SPAM filters
• Pabbly
• Global ticket filter

LiveAgent Product Tour | Live Agent02:25

Live AgentMarch 10, 2021

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