[Term of the Day]: Ticket Filters

Term of the Day

“Ticket Filters”

In a Helpdesk environment, Technician ( ticket handlers) needs a simple tool that could provide ease in handling and managing tickets in large numbers. Ticket Filter provides the ability for technicians to handle tickets in various structured views.

In general ticket view section for users comes with built-in filters to view Unassigned, Open, On-hold, Closed tickets, etc. Technicians can create customized filters to have tickets views based on the ticket type (incident or service request), groups, status, priority, etc.

Ticket filter works based on rules like OR or AND, sometimes both AND and OR, the technician had to pre-define rules for each filter. When the criteria are met, specific action takes place on all tickets and filtered tickets will be displayed for technicians.

You can know more about Ticket Filters and its adaptation in ServiceDesk Plus.