Default filters

Overview
Default filters help Agents and Customers quickly view tickets based on their status, assignment, or other conditions.
The available filters depend on whether the user is viewing the Agent or Customer ticket list.
Agent View
The following default filters are available in the Agent view:
All – Shows all tickets except deleted tickets.
Unresolved – Shows tickets with an unresolved status, excluding deleted tickets. Unresolved statuses can be configured separately for Agents and Customers. To configure them, go to Support → Ticket List → More Settings → Agent View and set the required unresolved statuses.
Unassigned – Shows tickets that are not assigned to any Agent, excluding deleted tickets.
Mine – Shows tickets assigned to the current Agent, excluding deleted tickets.
Closed – Shows tickets with a closed status, excluding deleted tickets. Administrators can configure which statuses are considered closed. Go to Support → Ticket List → More Settings → Advanced → Closed Statuses to configure the closed statuses.
Deleted – Shows deleted tickets.
SupportCandy custom fields agent ticket field default field
Add a Custom Default Filter for Agents
You can add a new default filter based on an existing filter and additional conditions.
For example, you can create a Marketing filter that shows all unresolved tickets in the Marketing category.

Steps to Add a Default Filter
  • Go to Support → Ticket List → Agent ticket list → Default filters.
  • Click Add New.
  • Enter a label for the filter, such as Unresolved tickets from Marketing Category.
  • Select Unresolved as the Parent filter.
  • Add the condition Category equals Marketing.
  • Click Submit.

The new Marketing filter will be available in the Agent ticket list.
SupportCandy custom fields add new agent default field
Customer View
The following default filters are available in the Customer view:
  • All – Shows all tickets except deleted tickets.
  • Unresolved – Shows tickets with an unresolved status, excluding deleted tickets. Unresolved statuses can be configured separately for Agents and Customers. To configure them, go to Support → Ticket List → More Settings → Customer View and set the required unresolved statuses.
  • Closed – Shows tickets with a closed status, excluding deleted tickets. Administrators can configure which statuses are considered closed. Go to Support → Ticket List → More Settings → Advanced → Closed Statuses to configure the closed statuses.
Customers can see only tickets they created in these filters.

If the Usergroup add-on is installed, a Customer who is a group supervisor can also view tickets created by members of their groups.

To allow all members of a user group to view tickets created by other members of the group, make all members group supervisors.

SupportCandy Customer ticket list default custom fields
Add a Custom Default Filter for Customers
Like the Agent view, you can add a new default filter for the Customer view.
A custom Customer filter is available to all Customers, but not to Agents.
 
Steps to Add a Default Filter
  • Go to Support → Ticket List → Customer ticket list → Default filters.
  • Click Add New.
  • Enter a label for the filter, such as Unresolved tickets from Marketing Category.
  • Select Unresolved as the Parent filter.
  • Add the condition Category equals Marketing.
  • Click Submit.
The new Marketing filter will be available in the Agent ticket list.
SupportCandy custom fields add new customer default field
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