[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.