One of our clients who uses our Support Portal requested the ability to filter his tickets by Type. He would like to be able to filter by Feature Ideas he submitted vs. Problem tickets he submitted.
Closed for Voting
Give ability for users to filter tickets by type (users, not just agents)
We got the same request. Not sure why we can't display the entire filter left-hand-pane for end-users (except for some of the filters by "Agent", "Due By" and "Customers")?
Thanks!
-AJ
+3Hi,
This is a request that keeps coming back from our customers.
The scenario
A company with many contacts that all can see all tickets. With three products configured, it becomes difficult for the user to find a particular ticket in a growing list.
It would be very useful to be able to filter on the product/portal to reduce the size of the list.
Best wishes,
geirmund
We have the same problems/request - the Customer portal is VERY LIMITED for filtering/searching tickets.
Some of our clients use the portal to submit development requests, config changes, suggestions, etc. and have a high volume of operations, so a certain amount of tickets. We use a “Future” status with them to keep track of any requests/tickets that are assigned to future development sprints, and this can accumulate. With the current portal, it is hard for them to keep track of tickets by priority and lookup specific tickets.
There is definitely a need for a few filters/search tools:
- Filter by Status (all statuses including custom ones – multiple select)
- Filter by Type (all / multi-select)
- Text search box
- Requester
- (+ by custom fields)
Of course with a combination of all the above.
+3in our case as we have several products portal, we would also need to be able to filter per product
In our case we should prefer that only tickets are published on the public portal which are releted to the product. For product x show only these tickets on portal for product x.
+1Seeing that this has been around for 5 years now, is there any update on whether this might be considered for implementation? We've just had another customer raising the issue of not being able to filter their submitted tickets by product in a multi-product setup.
I too have Customer Users requesting better filtering of the Ticket Lists, why isn't there an Admin option to create Customer Portal lists like we can do for agents? Seems like you already have the functionality why not use it on the portal?
We would really like to see this option too. It doesn't make sense to have the ability to create unique statuses if they can't be used on the customers portal.
We would like to utilize a status 'Road Map' so that we can mark tickets that are Feature Requests as on the Road Map to being built.
Hello All,
Thank you for writing! We appreciate your feedback and perspective.
For now, you'll be able to filter based on the available status option namely All tickets, Open or Pending, and Resolved or Closed. We'll keep your suggestions in mind and will take it up as a feature request.
Cheers!
Join the Community
Already have an account? Login
Welcome back to Freshworks Community
No account yet? Create an account
Social Login
Login for Freshworks Employees Login with LinkedInor sign up below
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.