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I'm trying to filter tickets by tickets containing a word but I don't see an option on the Tickets List to do so. I can filter by all the fields that are included by default but I don't see an option to filter tickets by a specific word that is contained in the ticket itself.

 

When I select the advanced filter, items like "Subject" and "Description" appear to be missing.

Hi ​@jeheredia , I guess there isn’t an option to filter tickets by subject or description in list view, however you can try the analytics/reporting module. In this module, you can easily filter out tickets based on subject, description and even custom fields. I know this is not the exact answer you were looking for, but it’s a possible workaround. If you want to create a report, I can assist you on the steps in my next reply.

Hi ​@jeheredia , I guess there isn’t an option to filter tickets by subject or description in list view, however you can try the analytics/reporting module. In this module, you can easily filter out tickets based on subject, description and even custom fields. I know this is not the exact answer you were looking for, but it’s a possible workaround. If you want to create a report, I can assist you on the steps in my next reply.

 

That sounds great, I’m actually going to be heading out of the office right now but if you have a link to a KB article or something I would really appreciate that 🙏🏽

Hi ​@jeheredia , I don’t have a solution article link since I guess there isn’t any available in fs exclusively for this used case. I can share the details below though. 

 

Go to Reporting> New report

 

Click on Add widget > drag and drop the chart widget (2)
 

 

You will see the filter parameters, under workspace filter you can choose the required workplace, then under Metric select Tickets as shown below

Click on the filter button marked below :

 

You can then add filters “subject” - contains - (enter the required text) as shown below and then click on apply, this will then show you the number of tickets that adhere to this filter. You can also view it as a table and drill down to get deeper insights.

Hope this helps !

Hi ​@jeheredia , I don’t have a solution article link since I guess there isn’t any available in fs exclusively for this used case. I can share the details below though. 

 

Go to Reporting> New report

 

Click on Add widget > drag and drop the chart widget (2)
 

 

You will see the filter parameters, under workspace filter you can choose the required workplace, then under Metric select Tickets as shown below

Click on the filter button marked below :

 

You can then add filters “subject” - contains - (enter the required text) as shown below and then click on apply, this will then show you the number of tickets that adhere to this filter. You can also view it as a table and drill down to get deeper insights.

Hope this helps !

 

Wow, you are awesome! Thank you so much, I’m going to try this out today if I get some time. Thanks again!

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