Filtering and Sorting Tickets in iOS
Filtering tickets
To streamline their tickets efficiently, agents use filters to find the tickets from a particular customer quickly or specific issue without scrolling through. For example, the agents can filter and view all the open tickets under their account to process them more efficiently.
- Upto 50 values can be selected in every field. For example, in a field called "Contact", a maximum of 50 names can be selected.
- A total of 250 values comprising of all fields can be selected for filtering.
To filter tickets
- Open the Zoho Desk app.
- On the Ticket Views page, select the department you want to view by clicking Change.
- Select the view in which you want your tickets to display.
- Tap the Filter icon and select Filter.
- Select the necessary values in needed fields and tap Apply.
The filtered tickets will appear in the tickets view page.
Saving filters
Agents can save the filters they frequently use for quick access.
- A maximum of 100 filters can be saved in mobile.
- Agents can view the saved filters by tapping on the filter icon > My saved filters. They can also rename and delete the saved filters through the more icon.
To save filters
- Open the Zoho Desk app.
- On the Ticket Views page, select the department you want to view by clicking Change.
- Select the view in which you want your tickets to display.
- Tap the filter icon and select Filter.
- Select the necessary values in needed fields.
A box with the applied filters will be shown. Tap Save filter. - Give a name for the filter and tap Save.
To rename the filter
- Tap the More icon > Rename.
- Type the required filter name and tap on Rename.
To delete the filter
- Tap the More icon > Delete.
- Tap Delete on the pop up asking for confirmation.
Sorting tickets
Agents can sort tickets and organize them either in ascending or descending order. They can also sort tickets based on their due date, created time, and the recent threads.
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