How Ticket Filter Conditions Work

Oct 03, 2018

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In HappyFox, you can filter your ticket list based on the conditions specified. Read more about Ticket Filters here.

Ticket Conditions grouped together by a combination of either Match All or Match Any conditions:

Match Any: If any one of the conditions specified under this option turns out to be "TRUE", the overall condition is evaluated to "TRUE". The overall condition is evaluated to "FALSE" only if all the constituent conditions are "FALSE".

Match All: All the conditions specified under this option have to be TRUE for the overall Condition to be evaluated to "TRUE". In all other cases, the overall condition is FALSE.

Combination of Match All and Match Any conditions:

If you have a combination of Match All and Match Any conditions, then the individual condition values of Match All and Match any should be TRUE, for the final overall condition to be "TRUE". The overall condition is FALSE for all other cases.

Saving Filters:

Agents can choose to save frequently used filters with the "Save" option provided in the top right of the filter bar.

Pro Tip: You can have two-dimensional filtering of Tickets by combining Queue with Filter and refine your search further.

An exhaustive list of ticket filter conditions you can apply:

Property	Condition	Comments (if any)
Status	Is ___ Is not ___
Status Behaviour	Is Completed Pending Is not Completed Pending	Learn more about Status behaviors here
Priority	Is ___ Is not ___
Assignee	Is ___ Is not ___ Is set Is not set
Category	Is ___ Is not ___
Contact	Is ___ Is not ___
Contact Group	Is ___ Is not ___ Is set Is not set
Due Date	Yesterday Today Tomorrow In next 7 days On ____ Between ____ and ____
Tags	Contain ___ Does not contain ___ Is not empty Is empty
Unresponded	-	Condition holds TRUE for all tickets which are left unresponded by agents.
Subscribed	-	Condition holds TRUE for all tickets which you have subscribed to.
Has Attachments	-	Condition holds TRUE for all tickets which have at least one attachment.
SLA breached	-	Condition holds TRUE for tickets which have breached an SLA.
Ticket ID	is ___	Condition holds TRUE for the ticket that has a particular Ticket-Id specified.
No. of messages	Is ___ Is not ___ Is less than ___ Is less than or equal to ___ Is greater than ___ Is greater than or equal to ___	Condition holds TRUE for all tickets which have the total number of replies satisfying the given condition. Note: This count includes only contact and agent replies.
Created	On ___ Before ___ On or before ___ After ___ On or after ____ Between ___ and ___	Condition holds TRUE if a ticket been created during the <time specified>.
Last Agent Reply	On ___ Before ___ On or before ___ After ___ On or after ____ Between ___ and ___	Condition holds TRUE for all tickets that had last the last agent reply during <time specified>.
Last Contact Reply	On ___ Before ___ On or before ___ After ___ On or after ____ Between ___ and ___	Condition holds TRUE for all tickets that had last the last contact response during <time specified>. Note: Last contact response may include an agent if the ticket was raised with him/her as the contact.
Last Updated	On ___ Before ___ On or before ___ After ___ On or after ____ Between ___ and ___	Condition holds TRUE for all tickets that had last been updated by an agent or contact during <time specified>
Agent Reply	By Not by	Condition holds TRUE for all tickets that had a reply by/Not by the agent specified.
Private Note Added	By Not by	Condition holds TRUE for all tickets that had a private note added by/not by the agent specified.
Participated	By Not by	Condition holds TRUE for all tickets that had a ticket participation activity by/not by the agent specified. Note: All activities that have an entry in Ticket Updates log in ticket details page count towards ticket participation including ticket replies and private notes.

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