How Ticket Filter Conditions Work

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

  1. Is ___

  2. Is not ___

        

Status Behaviour

  1. Is

    1. Completed

    2. Pending

  2. Is not

    1. Completed

    2. Pending

Learn more about Status behaviors here

Priority

  1. Is ___

  2. Is not ___

         

Assignee

  1. Is ___

  2. Is not ___

  3. Is set

  4. Is not set

       

Category

  1. Is ___

  2. Is not ___

     

Contact

  1. Is ___

  2. Is not ___

      

Contact Group

  1. Is ___

  2. Is not ___

  3. Is set

  4. Is not set

         

Due Date

  1. Yesterday

  2. Today

  3. Tomorrow

  4. In next 7 days

  5. On ____

  6. Between ____ and ____

      

Tags

  1. Contain ___

  2. Does not contain ___

  3. Is not empty

  4. 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

  1. is ___

 Condition holds TRUE for the ticket that has a particular Ticket-Id specified.

No. of messages

  1. Is ___

  2. Is not ___

  3. Is less than ___

  4. Is less than or equal to ___

  5. Is greater than ___

  6. 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

  1. On ___

  2. Before ___

  3. On or before ___

  4. After ___

  5. On or after ____

  6. Between ___ and ___

Condition holds TRUE if a ticket been created during the <time specified>.

Last Agent Reply

  1. On ___

  2. Before ___

  3. On or before ___

  4. After ___

  5. On or after ____

  6. Between ___ and ___

Condition holds TRUE for all tickets that had last the last agent reply during <time specified>.

Last Contact Reply

  1. On ___

  2. Before ___

  3. On or before ___

  4. After ___

  5. On or after ____

  6. 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

  1. On ___

  2. Before ___

  3. On or before ___

  4. After ___

  5. On or after ____

  6. Between ___ and ___

Condition holds TRUE for all tickets that had last been updated by an agent or contact during <time specified>

Agent Reply

  1. By

  2. Not by

Condition holds TRUE for all tickets that had a reply by/Not by the agent specified.

Private Note Added

  1. By

  2. Not by

Condition holds TRUE for all tickets that had a private note added by/not by the agent specified.

Participated

  1. By

  2. 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.