The Ticket View page should provide more advanced filtering capabilities, including the types of filters and associated-record criteria already available within Freshservice Reporting/Analytics.
Reporting currently provides much more granular filtering options, including filters based on associated records such as Tasks, Approvals, and other ticket-related data. These filters are extremely useful for identifying very specific groups of tickets, but similar criteria are not available within the standard Ticket Filters.
This creates a gap between finding tickets for reporting purposes and finding those same tickets to take action on them.
For example, an administrator may need to identify tickets based on:
- Associated task criteria
- Approval status or other approval attributes
- Specific date fields
- Additional ticket attributes available in Reporting
- Combinations of ticket and associated-record criteria
The attached screenshot is only an example of the types of Reporting filters that could be made available. The request is not limited to Tasks or Approvals. Ideally, Freshservice would expand Ticket Filters to support substantially more of the filtering criteria already available within Reporting.
Why This Matters
Advanced Ticket Filters would allow administrators and agents to precisely identify tickets that require action and then use existing bulk update capabilities to manage those tickets.
Today, Reporting may allow us to identify the exact tickets we need, but we then have to recreate that population within the Tickets page using a much more limited set of filters. In some cases, the required criteria simply are not available.
Requested Enhancement
Expand Ticket Filters to include the broader filtering capabilities available within Reporting/Analytics, including filters for associated ticket records and their attributes.
The goal is simple:
If Freshservice can use a field or association to identify tickets in Reporting, administrators should also be able to use that criteria to find those tickets in the Tickets view and take bulk action on them.
This would make advanced filtering operational, not just analytical, and significantly improve bulk ticket administration.
