Filtering Incoming Tickets

[mike.palmer]

Hello all, I have been asked to find a way to have our help-desk staff filter out tickets from customers who have on-site contracts (approx 20) so that they see the tickets that are created by the adhoc and customers with weekly visits etc. I see that the filtering available on the ticket page only allows 7 instances of filtering. Can you think of any way to allow a greater number of filters to be active?
Many thanks,
Mike

[Support Team]

Re: Filtering Incoming Tickets

Thank you for posting this.

It can be achieved by using Labels feature. The labels can be set for Account or Contract and then automatically applied to the Tickets created for Account/Contract. It is also possible to manually apply the label for the Ticket.
Then you can filter Tickets list by labels and also see the colored label in the Ticket row.

Hope this helps.

[mike.palmer]

Re: Filtering Incoming Tickets

Thanks for the reply, Just a quick Q? how do we apply a label to an account? We looked around in the ticket section and found labels but saw no way to attach it to accounts.
Cheers

[Support Team]

Re: Filtering Incoming Tickets

The labels can be set for Account under Account Service tab - look for the field Default Labels for Tickets. Then, when new Tickets are created for this Account the Account Labels are automatically applied to the tickets.

Hope this helps.

[nattivillin]

Re: Filtering Incoming Tickets

We use labels heavily. One of the best new features.

[Support Team]

Re: Filtering Incoming Tickets

Thank you for your feedback :-)