Filtering and sorting tickets

Tickets

The Tickets app has a variety of filters. Some of them are shown in the image below; for example, My Tickets is a filter.

image.png

Filters give you an overview of how busy the helpdesk is at a glance, because each filter displays the number of tickets it matches. In this example, there is one ticket in My Tickets, none in Tickets I Follow, three in My Teams’ Tickets, and so on.

To select a filter, click on it. The tickets matching it are displayed in the list pane.

The awaiting agent section

At the top of the filter pane is the Awaiting Agent section. As you’d expect, this section only shows the tickets with awaiting agent status; in other words, the tickets agents need to act on because the user is waiting for help!

The filters in this section are:

  • My Tickets - tickets assigned to you and awaiting agent.
  • Tickets I Follow - tickets you follow that are awaiting agent.
  • My Teams’ Tickets - tickets assigned to a team you belong to that are awaiting agent.
  • Unassigned Tickets - unassigned tickets that are awaiting agent (will not show if an Agent or an Agent Team is assigned to the ticket).
  • All Tickets - all tickets that are awaiting agent.

Ticket status filters

At the bottom of the filter pane you can see filters for the other statuses.

../_images/tickets-bottomfilter.png

The Awaiting Agent filter will show you the same tickets as the All Tickets filter in the Awaiting Agent section.

The other filters available are:

  • Awaiting User
  • Resolved
  • Awaiting Validation
  • Spam (tickets marked as spam)
  • Recycle Bin (deleted tickets)

Tickets marked as spam or deleted will be permanently deleted after a period of time set by your admins - by default, spam tickets are kept for 2 weeks, and deleted tickets for 1 month.

Real-time updating in the list pane

When you click a filter, it shows you all matching tickets in the list pane. It’s a lot like running a search - except that a filter doesn’t just show you the tickets that matched at one point in time.

The list of matching tickets automatically updates itself. If you watch the All Tickets filter for a busy helpdesk for a while, you’ll see tickets appear and disappear.

Tickets will appear in All Tickets as they are set to awaiting agent, whether because they have just been created or because the user has just replied.

A ticket might disappear because an agent replied and set the status back to awaiting user, or because it was marked as spam or deleted, or because it was set as pending.

You can disable real-time updates by clicking the update-icon icon at the upper right of the list pane.

Grouping tickets

You can customize the filters in the Awaiting Agent section by grouping tickets to create a subfilter.

  1. Click the arrow to the left of a filter.
  2. Click on Select Field to Group Tickets.
  3. Select the field you are interested in from the pull-down menu.

../_images/tickets-grouping-new.png

For example, you might choose to group All Tickets according to the user’s organization.

../_images/tickets-grouping-byorg.png

To change the grouping, just click the arrow again.

A second level of grouping is available in the list pane, using the grouped by control.

../_images/tickets-listpanegroup.png

Deskpro creates groups based on the range of values for the property you’ve selected.

You can click the groups at the top of the list pane to filter the results further.

Creating custom ticket filters

If grouping is not sufficient to show you the tickets that matter to you, you can also define your own custom filter.

Note

When you first create a custom filter, it is only seen by you. Your helpdesk admins can see all custom filters, and may set them to be shared by everyone.

When you set up a custom filter, you will also be able to choose to receive notifications about tickets which match the filter in your notification preferences.

../_images/filter-notifications.png

To make a custom filter:

  1. Click the Filters section gear icon to make a new custom filter. customfilter
  2. The Filters section of your account Preferences opens. pref-filters
  3. Click Create Filter.
  4. Under Title, enter a name for the filter that describes what it shows.
  5. Click Add criteria to select a ticket property that you want to show in this filter.

Possible criteria are:

  • Originated interface (how tickets were created - email, web portal, website or through the agent interface)
  • Ticket Gateway Address
  • Ticket Gateway Account i.e. the email account through which the ticket was created
  • Subject
  • Department
  • Assigned Agent
  • Assigned Team
  • Followers (which agents are following the ticket)
  • Labels
  • Status
  • Ticket is pending
  • Organization
  • Product
  • Category
  • Urgency
  • Priority
  • Workflow
  • SLA (filter tickets to which a certain SLA applies)
  • SLA Status (filter tickets which are meeting or failing an SLA)
  • User Waiting Time (filter tickets that are currently awaiting agent by how long they have had that status)
  • User Total Waiting Time (filter by how long in total the ticket has spent awaiting agent over its lifetime)
  • Date Created
  • Date Closed (when the ticket was archived - this only applies if your helpdesk has a very large number of tickets and older ones have to be archived)
  • Date of Last Agent Reply
  • Date of Last User Reply
  • Custom ticket fields your admins may have set up

You can filter tickets by the properties of the ticket’s user:

  • Name (of user)
  • Email Address (of user)
  • Email Domain (the part of the user’s email address after the @ symbol - useful for finding users from the same company)
  • Person ID (ID number, the user equivalent of ticket ID)
  • Date of profile creation
  • Labels (on the user)
  • Contact Phone
  • Contact Address
  • Contact Instant Messaging
  • Custom user fields your admins may have set up

You can also filter by the properties of the user’s organization:

  • Date Created
  • Email Domains (which email domains are recorded in Deskpro for the organization: e.g. email from anyone @dreadco.zy is from a user belonging to the DreadCo organization)
  • Labels
  • Contact Phone
  • Contact Address
  • Contact Instant Messaging
  • Custom organization fields

You can click Add Criteria again to add to the filter - the filter will only show tickets which meet all the criteria you set.

Close the account preferences window with the X at the top right. Your custom filters are displayed in the filter pane.

../_images/custom-filters-complete.png

Note

While in Preferences > Filters you can also select filters to hide. This is useful to hide filters that aren’t relevant to you at the moment.

Ordering tickets in the list pane

Once you have selected a list of tickets using a filter, you may want to view them in a certain order - for example, oldest tickets first, or tickets with the highest Urgency (see Prioritizing tickets) first.

You can order the tickets in the list pane using the Ordered by pull-down menu.

../_images/tickets-listpane-ordering.png

ASC and DESC mean ascending and descending. For example, Waiting Time ASC means that the tickets will be shown in ascending order of user waiting time: the waiting time gets higher as you go up the list, with the highest waiting time at the top.

You can order by:

  • Urgency (available for Awaiting Agent and custom filters only)
  • Date Opened (when the ticket was created)
  • Date of Last Agent Reply
  • Date of Last User Reply
  • Date of Last Reply
  • Priority (if your helpdesk uses this field)
  • Waiting Time (for tickets with awaiting agent status; this does nothing on tickets with another status)
  • All Waiting Time (total time spent with awaiting agent status over the ticket’s lifetime)

Note that Deskpro saves your chosen order separately for each filter.

Ticket quick actions

If you move your mouse pointer over a ticket title (without clicking), you will see a quick actions pop-up.

This pop-up shows you a preview of the last message/note on the ticket, along with its time.

At the bottom are controls to perform common ticket actions.

../_images/quick-actions-hover.png

The quick actions available are:

  • Assign Me - assign the ticket to yourself (shown if it’s not already assigned to you)
  • Assign Agent - assign the ticket to an agent
  • Assign Team - assign the ticket to a team
  • Set status options - set the ticket to one of the core statuses (options shown depend on the current status)

Field display options

Some fields are shown in gray boxes on each ticket in the list pane.

../_images/listpane-ticket-fields1.png

You can customize which fields are displayed by clicking the gear icon at the top right of the list pane.

../_images/tickets-listpane-displayoptions.png

Use the checkboxes to add and remove fields, then click Apply.

../_images/tickets-listpane-customdisplay.png

The fields you choose to display are saved separately for each filter.

Labeling tickets

You can apply labels to tickets, user/organization records, articles/news posts/downloads and feedback items. A label is a short piece of text you can attach to items to help find them quickly, and group similar items.

Labels are shared between all agents.

You can add a label to an item using the content pane from the Properties section of an individual ticket.

../_images/ticket-label-contentpane.png

You can either select an existing label from the pull-down menu, or type a new one and press Enter (your admins may disable the ability to create new labels for some types of item).

Example ticket labels

Click the x on the left of a label to remove it.

You can also apply labels as a Mass actions.

There are many possible uses for labels, depending on the needs of your helpdesk.

Labeling has two benefits:

  1. Searches match labels.

    Suppose you had a ticket that was about engine problems but didn’t mention the word “engine”. A search for “engine” wouldn’t find it, but you could label it “engine” to make it easier to find.

  2. You can use labels to filter tickets using the Labels tab in the bottom section of the filter pane.

../_images/tickets-filter-cloud.png

Click on each label to see tickets.

The Cloud view shows labels in bigger text the more tickets they have. You can also select a List view by clicking on the List tab.

Flags

Flags are a personal way to organize tickets. Unlike labels, other agents can’t see your flags.

You can apply flags using the content pane from the Properties section of an individual ticket.

../_images/tickets-flags-select.png

You can use flags to filter tickets from the Flagged tab in the bottom section of the filter pane.

../_images/tickets-flags.png

By default, flags are named after their colors.

You can double-click on the flag names in the filter pane to change them to something more descriptive.

Flags are also displayed at the right hand side of the list pane.

../_images/tickets-flags-list.png

Published: 22/03/2017

Last updated: 19/09/2019