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Working with filters on the mobile app can save you time and help you stay organized when managing your customer support tickets on the go. By using filters, you can quickly find the tickets you need to work on and ensure that you're providing timely and effective support to your customers.
Freshdesk mobile app allows users to use default and custom drop-down fields in Freshdesk as filters to find a specific list of tickets. You can sort through tickets based on agents, group type, created time, resolution due date, and other criteria. With ticket filters, you can:
- Search for a specific ticket using the global search
- Create custom views for all the frequently accessed ticket lists
- Search for tickets on the fly using the ticket filter
Working with filters
Freshdesk app provides a wide range of filters that help you narrow down your ticket views based on your preference. For example, the Priority field allows you to filter and view tickets based on the ticket priority - High, low, medium, or urgent.
You can filter the tickets by source, type, status, agents assigned to, tags, products, and even the custom fields that you have created.
Also, you can view the tickets based on various date and time filters and further choose a day or specific time period. For example, you can view the tickets resolved or closed in the past 1 hour.
- Created: View tickets based on the ticket creation date or time.
- Closed at: View tickets closed at a particular time or day.
- Resolved at: View tickets resolved at a particular time or day
- Resolution due by: View tickets that must be resolved before a particular day or time.
Viewing filtered tickets
The ticket list view lets you check the tickets with a list of filters automatically applied. Each time you choose a view, the tickets will be displayed with a list of filters applied. For example, as an admin, you may want to view the list of unresolved tickets daily. You can simply choose "All unresolved tickets" default ticket view. The ticket list views save you time and help you quickly identify tickets based on your preference.
The ticket filtering feature on a Freshdesk mobile app is easy and straightforward. Here are the primary steps to follow:
Open the Freshdesk app on your mobile.
Tap on the "Tickets" tab to view your tickets.
Click on the three dots next to the search icon on the top right corner of your screen, within the tickets tab.
Tap on the filtering option, and a menu of filter options as drop-down fields will appear.
Select the drop-down field that best suits your needs, and the associated options will pop-up from the bottom of the screen.
6. You can also reset the filters by clicking the ‘Reset filters’ button.
Once you have selected the desired filter option from the drop-down, click on the ‘Apply filters’, and the ticket list will automatically update to display only the tickets that meet the selected criteria.
Viewing custom filters
You can, however, create custom views on the web browser and then access them through the Mobile App. The list of custom views would be available at the top of the tickets list, on the Mobile App, from which you could choose a custom view.
For more details on ticket filters click here