Ticket List – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Thu, 12 Dec 2024 09:33:11 +0000 en-US hourly 1 https://wordpress.org/?v=6.9.4 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Ticket List – SupportCandy https://supportcandy.net 32 32 Ticket list items https://supportcandy.net/docs/ticket-list-items/ Wed, 22 Jun 2022 05:20:09 +0000 https://supportcandy.net/?post_type=docs&p=279986

Ticket list items are fields available in the ticket list. There are different ticket list items for customer view and agent view, which you can access in the below sections:

  • Support → Ticket List → Agent ticket list → List items
  • Support → Ticket List → Customer ticket list → List items

You can add any field from ticket fields, agent-only fields, and customer fields to the ticket list.

You can set the width of the field’s column in the ticket list by editing the field in the respective section (ticket fields, agent-only fields, or customer fields).

]]> Ticket list filter items https://supportcandy.net/docs/ticket-list-filter-items/ Wed, 22 Jun 2022 05:21:14 +0000 https://supportcandy.net/?post_type=docs&p=279992

Ticket list filter items are filters allowed in the ticket list custom filter. There are different ticket list filter items for customer view and agent view, which you can access in the below sections:

  • Support → Ticket List → Agent ticket list → Filter items
  • Support → Ticket List → Customer ticket list → Filter items

You can add any field from ticket fields, agent-only fields, and customer fields to the ticket list custom filter.

]]> Default filters https://supportcandy.net/docs/default-filters/ Wed, 22 Jun 2022 05:22:35 +0000 https://supportcandy.net/?post_type=docs&p=279997

These filters are available to all users depending on customer or agent view.

Agent view

Below are default filters available for agent view:

  • All – All tickets except deleted ones.
  • Unresolved – Tickets with unresolved statuses, excluding deleted ones. You can set unresolved statuses in ticket list settings for agent view.
  • Unassigned – Tickets that are not assigned to any agent, excluding deleted ones.
  • Mine – Tickets that are assigned to the current agent, excluding deleted ones.
  • Closed – Tickets in the closed status group, excluding deleted ones.
  • Deleted – Deleted tickets.

You can add a new default filter on top of the above default filters. For example, if you wish to add a new filter that will show all unresolved tickets for the “Marketing” category(department), then follow the below steps:

  1. Go to Support → Ticket List → Agent ticket list → Default filters
  2. Click Add New button
  3. Insert label (e.g., Marketing)
  4. Select parent filter as Unresolved
  5. Add condition Category equals Marketing
  6. Click Submit, and you are done!

Customer view

Below are default filters available for customer view:

  • All – All tickets except deleted ones.
  • Unresolved – Tickets with unresolved statuses, excluding deleted ones. You can set unresolved statuses in ticket list settings for customer view.
  • Closed – Tickets in the closed status group, excluding deleted ones.

Customers can see tickets created by him only in all the filters. If you have installed the Usergroup add-on, the customer can also see tickets created by members of his groups where he is a supervisor.

Like Agent view, you can add a new default filter on top of the above filters. It will be available for all users, excluding agents.

]]> Saved filters https://supportcandy.net/docs/saved-filters/ Wed, 22 Jun 2022 05:24:00 +0000 https://supportcandy.net/?post_type=docs&p=280001

Saved Filters

Saved filters allow users to create reusable ticket filters, saving time and effort when frequently applying the same criteria.

Overview

  • Who Can Use Filters?
    Both customers and agents can filter tickets using custom criteria when default filters are insufficient.
    Example: A user wants to view tickets categorized under Marketing with a priority of High.

  • Limitations of Custom Filters:
    Custom filters are one-time only. If you need to apply the same filter repeatedly, you must recreate it each time.

Adding a Custom Filter

To add a custom filter:

  1. Navigate to Support → Tickets → Filter → Custom.
  2. Select a Parent Filter (one of the default filters).
  3. Specify the desired criteria (e.g., category, priority).
  4. Choose additional options like Sort By and Sort Order.
  5. Click Apply to view the filtered tickets.

Saved Filters

Saved filters address the limitation of custom filters by enabling users to save their filter settings with a custom name/label. Once saved, you can apply the filter with a single click.

  • How Saved Filters Work:

    • The Default Filters are set by the administrator and are available to all users.
    • Saved Filters are user-specific, created and managed individually by users, and available only to them.

  • Managing Saved Filters:
    Users can:

    • Add new saved filters.
    • Edit existing saved filters.
    • Delete saved filters they no longer need.

Saved filters make it convenient for users to streamline their workflow, especially when frequently working with specific ticket views.

]]> Ticket list settings https://supportcandy.net/docs/ticket-list-settings/ Wed, 22 Jun 2022 05:24:38 +0000 https://supportcandy.net/?post_type=docs&p=280003

Support → Ticket List → More settings

Using the ticket list setting, you can customize ticket list behavior for agent and customer view.

Below are settings available for both agent and customer view:

  • Default sort by – Set default sort (order) field.
  • Default sort order – Set default sort order (ASC/DESC).
  • Number of tickets – Set the number of tickets per page.
  • Unresolved statuses – Set unresolved statuses. These statuses will affect your unresolved filters. 
  • Default filter – Set the default filter for the ticket list, this filter will be default filter for all the agents and customers. Agents can further change this in the agent profile section of the ticket portal.
  • Ticket reply redirect – Set redirect after the reply is added to the ticket. No redirect means the customer will stay on the individual ticket screen. Ticket list means the customer is redirected to the ticket list screen.
]]> Ticket list advance settings https://supportcandy.net/docs/ticket-list-advance-settings/ Wed, 22 Jun 2022 05:25:46 +0000 https://supportcandy.net/?post_type=docs&p=280007

Support → Ticket List → More Settings → Advanced

1. Set Closed Ticket Status Group

  • Define which ticket statuses are considered part of the Closed group.
  • Tickets with these statuses will automatically appear under the Closed filter.

2. Configure Auto-Refresh Behavior

  • Set the default behavior for auto-refreshing the ticket list.
  • When enabled:
    • The ticket list will automatically refresh every 1 minute by default.
    • Auto-refresh will remain active until manually disabled from the ticket list interface.

These settings allow for better control and customization of how tickets are organized and updated in real time.

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