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Hi
On my portal i have 2 different forms for my customers, creating different types of tickets. 
Now i would love to set up a filter for my agents to only see tickets that are created in a specific form. 
If you view the details of a ticket, there is the information about the os, the form,… but i cant find a way to use this as a filter. 

Reason i need this:
I need to have asome kind of identification on my tickets that 

  1. are unique based on what kind ot ticket they are
  2. are not changeable by anyone after creation

if there is another way help would be appreciated, thanks

Christian

Hi @christian.g,


Greetings from Freshworks comunity. I understand that you want to differentiate tickets based on the forms they were created from. To achieve this, you can set up a ticket creation automation. Here’s how you can do it:

  1. Go to Admin > Automation > Ticket Creation.
  2. Create a new automation rule.
  3. Add a condition to either move the ticket to a specific group based on the form it came from or add a tag to the ticket to indicate the form used.

This way, you can easily filter tickets based on their tags or groups, allowing your agents to view tickets from specific forms. Please refer https://support.freshdesk.com/en/support/solutions/articles/37559-understand-the-ticket-list-view#:~:text=The-,FILTERS,-panel%20is%20on on how to use ticket fiters

I hope this helps!

Filtering based on the form it was created at allows you to sort and view submissions tied to a specific form. In many CRM or form tools, you can apply a “Form” filter to display only relevant entries. This helps streamline data analysis, track campaign performance, and quickly locate information tied to a particular form.

Filtering based on the form it was created at allows you to sort and view submissions tied to a specific form. In many CRM or form tools, using GrowthMount you can apply a “Form” filter to display only relevant entries. This helps streamline data analysis, track campaign performance, and quickly locate information tied to a particular form.

You can filter tickets by using the form or ticket type field, which is usually stored in each ticket’s metadata. Make this field read-only after creation to ensure it can’t be changed. Then, create agent views or queues that only show tickets from the specific form. Optionally, use automated workflows or custom identifiers to ensure uniqueness and easy identification. This setup lets agents see only the tickets relevant to the form while keeping the information immutable and organized.

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