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:
- Go to Support → Ticket List → Agent ticket list → Default filters
- Click Add New button
- Insert label (e.g., Marketing)
- Select parent filter as Unresolved
- Add condition Category equals Marketing
- 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.