HappyFox agents can quickly list unassigned tickets in their support pipeline through:
- Filters.
- Queues.
Listing unassigned tickets through Filters:
- Go to Ticket List Page.
- Click "Apply Filter".
- Click " Create a New Filter".
- In either one of "Match All" or "Match Any", Click "+".
- Enter Filter Type as "Assignee". Enter Filter Condition as "Not Set". This will list all unassigned tickets. You can further club this with any other filter. Learn more about how filter conditions work here.
- If you wish to save the filter, Click "Save". Give an appropriate name and access the saved filter from the "Apply Filter".
Learn more about filters here.
Listing unassigned tickets through Queues:
- Go to Ticket List Page.
- Under Queues Left bar, click "+".
- In either one of "Match All" or "Match Any" Click "+".
- Enter Filter Type as "Assignee". Enter Filter Condition as "Not Set". This will list all unassigned tickets. You can further club this with any other filter. Learn more about how filter conditions work here.
- Click "Next". You can also "Preview" the tickets, so that you can have an idea beforehand.
- Enter the name and description to the queue and click "Save".
Learn more about queues here.
Pro Tip: Queues and Filters provide two-dimensional filtering of tickets.
Exporting Unassigned tickets to CSV/XLS:
You can also view unassigned tickets through reports. While creating a HappyFox reports, use filter condition in the data source as 'Assignee is not set'.
You can then proceed to view the list of tickets in the tabular view of tickets. Learn more about HappyFox classic here.