Hi.

Interesting finding and suggestions.

As matter of fact, I believe that such filter is indeed currently not available.

I’d suggest to submit the Feature Request here: Freshworks Ideas | Freshworks Community

Then, once logged, share the link to the idea back here in order to Vote for it.

Regards,

@eeha0120 

Hi ​@dmakwana,

Greetings from Freshworks community. I understand that you would like to filter tickets based on the created by filed listed when an agent manually creates a ticket. By default we do not have an inbuilt option to filter this and this is already an feature request at our end however we do have an workaround for this.

Please create a new drop down field with all the agent names as present in their profile Now, we can create a webhook as below which will automatically populate the agent's name in the new field we have created.  With this drop-down field, we can filter the analytics and reports to get the data.

Admin->Automations->Ticket creation

This way when an agent creates a ticket, their names would be updated in the dropdown field and you can use that to filter tickets. I hope this helps, Feel free to reach out if you require any further assistance.