Jitbit Helpdesk - Custom Ticket Views (Filters) : Ideas forum

Declined Suggested 9/20/2021

4

votes

Custom Ticket Views (Filters)

Request: Custom ticket views in "Tickets" tab, top bar.

Justification: For techs, there are only 5 premade views for tickets (Unanswered, Unclosed, Unassigned, Assigned to you, All).

These views are useful and work for basic/common ticket views. However, as a Help Desk administrator, I very often need to view the tickets assigned to my techs. Right now, I have to perform a filter event which takes over my current view and needs to be removed to view my own tickets. This is a bit of a time suck and inconvenience when we add up the amount of time adding and removing this filter each time I need to view a different (commonly viewed) subset of tickets.

I believe it would be greatly appreciated by many to include the ability to create custom views either for the logged in user and/or for all techs. For what it's worth, this feature is standard on most other ticketing systems.

Thank you

assigned custom fields customization fields filter tech ticket

9/20/2021 11:11 AM

Sorry for missing this feature. I see how this has been handled. Not exactly as I described, but still totally acceptable.

1) Created desired filter using filter tools and apply.
2) Select "Save..." after filter has applied
3) Name the filter and click "Save"
4) The custom filter appears in a separate area under the other filters "My saved filters".

This request can be closed.

12/3/2021 5:36 AM

Hi Team, This would be great if you could save a filter for a category (for techs of that category)
For example one of our categories is our CRO Office, it would be great if we could define a new 'tab' of certain categories and status that would often require an action (such as initial triaging, we would want category of CRO and status New) - i know that falls under the unanswered section, but in our case we want someone to run their eyes over a ticket within 30 mins of it coming in to properly categorize, assign the priority and escalate to the appropriate level) We would want this tab available to all techs in the CRO category, for ease of access, not each creating their own views