Default filters are filters on the ticket list. 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.
