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How to Change the order of ticket field filters

As most of our customers requested further improvements in the Filters option to change the order of filters displayed in the Agent Portal, we’ve gone ahead and made these changes live in the Desk365 app today to make the ‘Filters Order’ display according to your choice.

How to change the Filters Order in the Agent Portal

The Tickets Tab allows you to filter out and view a list of tickets that you wish to tackle first. You can filter tickets by created time, SLA, priority, status, groups, agents, channels, and more.

Let’s take a look at how you can change the order of filters displayed in the Agent Portal in detail below.

Click on the ‘Change Filters Order’ icon found in the ‘Filters’ menu in the right side of the tickets tab.

change filters order button

‘Filters Order’ dialog box appears now. Here, you can change the order of filters displayed by simply dragging and dropping the fields in the order of your choice.

current filter orders in the agent portal

Let us say you want ‘Agents’ and ‘Channel’ fields to be displayed above ‘SLA’ and other ticket fields, you can easily achieve that by moving these fields to the top using the drag and drop function.

Click on the ‘Save’ button.

The ‘Agents’ and ‘Channel’ field appear at the top now.

drag and drop ticket fields

Now let’s say you’ve created a new custom field called ‘Issue Type’ and it appears now in the ‘Filters Order’ dialog box. 

issue type custom field

Similarly, you want the ‘Issue Type’ field to appear at the top above ‘SLA’ and other ticket fields. You can easily do that using the same drag and drop function.

issue type custom field

Finally, Click on the ‘Save’ button to reflect these changes. Now, you’ll find these fields appear at the top in the ‘Filters’ menu above ‘SLA’ and other ticket fields.

issue type appears in the filters menu

One more good thing is you’ll notice the same ‘Filters Order’ being displayed in the ‘Reports’ module automatically.

issue type appears in the report

Note: Only roles who have access to the Settings tab can change the ‘Filters Order’. For roles who don’t have access to the Settings tab cannot make these changes in the Agent portal.

Also, once the ‘Filters Order’ gets changed, they get changed throughout all the places in the help desk and also in the Reports section.

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