Search, filters and saved views
Finding one ticket among fifty thousand, and building the two or three views you work from every day.
What is it?
Full-text search runs across ticket subjects, bodies, replies, notes and customer details. Filters narrow by department, status, priority, category, label, agent, company, channel and date range, and any combination can be saved as a named view.
Why does it exist?
An agent who cannot find things quickly starts asking colleagues instead, which costs two people’s time. Saved views remove the daily rebuilding of the same filter.
How does it work?
1
Use the search box for anything you can name — a ticket number, a customer, a phrase from an email.
2
Use filters when you want a set rather than a specific item.
3
Combine filters: department, status open, priority high, sorted by deadline.
4
Save the combination as a view; it appears in your sidebar.
5
Sort by deadline rather than by date — the oldest ticket is not always the most urgent.
WHO USES IT
Support staff
Team leads
WHAT MANAGEMENT ACHIEVES
Agents spend their time answering customers rather than looking for them.
In practice
A team lead keeps three saved views: overdue, unassigned, and stale pending. The weekly queue review is those three views in order.
See this screen in the real software:
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